Desktop Support Engineer L1

The Desktop Support Engineer is responsible for delivering first and second-level technical support, ensuring smooth day-to-day IT operations and timely resolution of hardware, software, and network-related issues. This role ensures alignment between service delivery standards and business objectives while maintaining operational efficiency, user satisfaction, and SLA compliance.

Key ResponsibilitiesFunctional

• Provide first and second-level technical support for end-user issues
• Troubleshoot hardware, software, and application-related problems
• Perform break-fix support, fault diagnosis, and resolution

Operational / Delivery

• Manage and resolve tickets within defined SLAs
• Install, configure, and maintain Windows systems and applications
• Support desktop/laptop hardware, printers, and peripheral devices

Governance & Process

• Maintain accurate documentation of incidents and resolutions
• Ensure adherence to IT support standards and procedures
• Follow escalation processes for complex technical issues

Stakeholder Management

• Communicate effectively with end-users and internal teams
• Coordinate with vendors for issue resolution (e.g., antivirus, hardware)
• Provide status updates to supervisors and management

Core Deliverables

• Timely resolution of IT support tickets
• Accurate ticket documentation and reporting
• System uptime and user satisfaction
• Preventative maintenance execution

• Strong knowledge of Windows 11 and Microsoft Office 365
• Experience with Active Directory and Group Policy (GPOs)
• Hardware troubleshooting and installation expertise
• Basic knowledge of Mac OS support
• Understanding of networking, servers, and IT infrastructure
• Strong analytical and problem-solving skills
• Excellent communication and customer service abilities
• Ability to multitask and work in a fast-paced environment

Preferred Experience

• 2-3 years of experience in desktop support or IT helpdesk roles
• Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP)
• Experience with ticketing systems and enterprise environments
• Exposure to mobile device management (iOS & Android)

Success Measures

• SLA adherence and ticket resolution time
• User satisfaction and service quality
• Accuracy of documentation and reporting
• System reliability and reduced downtime

Brainotech IT Solutions is a global IT services and managed infrastructure company providing end-to-end enterprise technology solutions. The company specializes in supporting distributed organizations with scalable IT operations, field engineering, and infrastructure management.