Desktop Support Engineer

Job Description:

As a Desktop Support L1 Engineer, you will be responsible for providing technical support to our internal teams and clients, ensuring their desktop computing environments are well-maintained and efficient. You will work closely with the IT team to troubleshoot issues, implement solutions, and provide excellent customer service.

Key Responsibilities:

• Provide L1 technical support for desktop-related issues, including hardware and software problems.
• Install, configure, and troubleshoot desktop operating systems and applications (Windows, macOS, Linux).
• Manage and maintain desktop security solutions, including antivirus and malware protection.
• Respond to incidents and service requests within SLA (Service Level Agreement) timeframes.
• Collaborate with L1 support and escalate issues to L2 support or relevant teams when necessary.
• Conduct root cause analysis and implement preventive measures for recurring issues.
• Maintain accurate records of incidents and service requests using ticketing systems.
• Assist in maintaining hardware and software inventory and documentation.
• Support remote users and provide hands-on assistance when required.
• Ensure adherence to IT policies and procedures, including security and data protection.

Required Skills and Qualifications:

• Proven experience as a Desktop Support Engineer or similar role, preferably at least 2-3 years in a Level 1 support position.
• Solid knowledge of desktop operating systems (Windows, macOS, Linux) and common software applications.
• Experience in troubleshooting desktop hardware, software, and network issues.
• Familiarity with ITIL framework and incident management best practices.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST)) are a plus.

Education:

• Bachelors degree in Information Technology, Computer Science, or a related field; or equivalent work experience