Job Description: L1 Desktop Support Engineer
Position Overview:
We are seeking a proactive and detail-oriented L1 Desktop Support Engineer to provide first-level technical support for end-users. The ideal candidate will troubleshoot hardware and software issues, assist with IT service requests, and ensure a seamless user experience by resolving technical problems promptly.
Key Responsibilities:
Technical Support:
- Respond to incoming IT service requests via phone, email, or ticketing systems.
- Provide basic troubleshooting for hardware, software, and network connectivity issues.
- Install, configure, and maintain desktops, laptops, printers, and other peripherals.
Issue Resolution:
- Diagnose and resolve common operating system (Windows/MacOS/Linux) and software application issues.
- Assist users with password resets, account unlocks, and other access-related queries.
- Escalate unresolved issues to higher-level support (L2/L3) while maintaining documentation.
Documentation:
- Log incidents, solutions, and updates in the ticketing system.
- Create and maintain support documentation and knowledge base articles.
System Maintenance:
- Perform routine system updates, patches, and antivirus management.
- Monitor and maintain equipment inventory, including tracking assets.
User Training & Support:
- Provide guidance and training on basic IT processes and system usage.
- Support onboarding by setting up workstations for new hires.
Key Competencies:
- Customer-focused attitude with excellent interpersonal skills.
- Attention to detail and strong organizational skills.
- Ability to work independently and as part of a team.
Work Environment:
- On-site or hybrid support.
- May require occasional lifting of IT equipment and the ability to travel between office locations if needed.
Requirements
Qualifications:
- Education: Diploma or Bachelor's degree in Computer Science, IT, or related field (or equivalent experience).
- Experience:
- 02 years of experience in IT support or help desk roles.
- Familiarity with desktop operating systems, common office software (e.g., Microsoft 365), and basic network troubleshooting.
- Skills:
- Strong problem-solving and communication skills.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Basic understanding of ITIL framework is a plus.
