Desktop Support Engineer

Job Description: L1 IT Support Technician

Location: Hyderabad, Telangana
Department: IT Infrastructure & Support
Experience: 15 Years
Employment Type: Full-Time

Job Summary

We are looking for an L1 IT Support Technician to provide first-level technical support for desktop and laptop systems, operating systems, and end-user IT issues. The candidate will be responsible for troubleshooting hardware and software problems, resolving user queries, and ensuring smooth day-to-day IT operations.

Key Responsibilities

• Provide L1 technical support for desktops, laptops, printers, and other IT peripherals.
• Install, configure, and troubleshoot Windows operating systems and standard business applications.
• Diagnose and resolve basic hardware, software, network connectivity, and login-related issues.
• Support Microsoft Office applications, email, password resets, and user account access.
• Assist with system setup, software installation, updates, patches, and antivirus checks.
• Log, track, and update incidents and service requests using the IT ticketing system.
• Escalate unresolved or complex technical issues to L2 support teams.
• Maintain IT asset inventory, system allocation records, and support documentation.
• Follow IT security policies, standard operating procedures, and service-level agreements (SLAs).

Required Skills

• Basic knowledge of Windows 10/11 operating systems.
• Understanding of desktop and laptop hardware, peripherals, and troubleshooting.
• Familiarity with Microsoft Office, Outlook, and basic application support.
• Basic knowledge of LAN, Wi-Fi, TCP/IP, DNS, and network troubleshooting.
• Good communication, problem-solving, and customer-service skills.
• Ability to manage multiple support requests and prioritize issues effectively.

Education & Experience

• Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field.
• 1–6 years of experience in desktop support, IT helpdesk, or technical support.
• Freshers with relevant technical knowledge and strong troubleshooting skills may also apply.

Preferred Certifications

• CompTIA A+, Microsoft certifications, or equivalent IT support certifications.

Key Competencies

• Customer-focused approach
• Troubleshooting and analytical skills
• Teamwork and coordination
• Documentation and attention to detail
• Willingness to learn new technologies