L1 IT Desktop Support Engineer

Job Description:

Summary:

L1 IT Workspace Management Engineer will be the first line of defence for your internal users, providing technical support for desktops, laptops, and other workplace technologies. L1 IT Workspace Management Engineer will troubleshoot and resolve a wide range of issues to ensure a smooth and productive user experience.

Responsibilities:

• Troubleshoot and resolve common user issues related to desktops, laptops, peripherals (printers, monitors, etc.), and Windows operating systems.
• Perform basic hardware and software installations, configurations, and updates.
• Troubleshoot basic network connectivity issues.
• Monitor server performance and health using monitoring tools.
• Provide conference room and A/V support, including troubleshooting projectors, video conferencing systems, speakers, and microphones to ensure seamless meeting functionality.
• Assist users with remote access tools and virtual desktop environments (if applicable).
• Provide guidance and training on basic IT practices and troubleshooting techniques.
• Respond to user inquiries and requests for assistance through phone, email, chat, or in-person interactions.
• Utilize knowledge base articles, internal resources, and vendor documentation to resolve problems.
• Document incidents, track progress, and escalate complex issues to senior technicians or vendors when necessary.
• Maintain accurate records of all interactions with users, including tickets, logs, and resolutions.
• Provide clear explanations and updates to users throughout the resolution process.
• Stay up to date on best practices for desktop support or IT workspace management.

Qualifications:

• Minimum 1 to 3 year of experience in a technical support role or related field
• Strong understanding of IT terminology, network, hardware, software concepts, and troubleshooting methodologies.
• Customer-focused approach with a commitment to providing excellent service.
• Ability to work independently and as part of a team.
• Excellent time management and organizational skills.