Desktop Support Level - I (1 Year Long Project)

• Provide Level 1 onsite and remote desktop support to end users.
• Troubleshoot Windows 10/11 desktops, laptops, and peripheral devices.
• Provide support for Apple Mac Mini, MacBook, and macOS devices.
• Perform device enrollment, provisioning, and basic administration using Microsoft Intune.
• Support Mobile Device Management (MDM) activities for Windows, macOS, iOS, and Android devices.
• Install, configure, and troubleshoot Microsoft 365 applications.
• Diagnose and resolve hardware, software, printer, network connectivity, and peripheral issues.
• Configure new user workstations and perform user onboarding/offboarding.
• Perform password resets, account unlocks, and user access support.
• Record, update, and manage incidents through the ITSM ticketing system.
• Escalate unresolved issues to L2/L3 support with complete documentation.
• Adhere to SLA commitments and organizational support processes.

We are seeking a highly motivated L1 Desktop Support Engineer with 3+ years of experience in End User Computing (EUC). The ideal candidate should possess excellent troubleshooting skills, hands-on experience with Microsoft Intune (MDM) and Apple macOS/Mac Mini environments, and be capable of providing exceptional first-line support to end users.

This is a 100% client-facing role, requiring excellent communication skills, strong logical reasoning, and a customer-first approach., * 3+ years of Desktop Support / End User Computing experience.

• Strong knowledge of Windows 10 & Windows 11.
• Hands-on experience with Microsoft Intune.
• Experience with Mobile Device Management (MDM).
• Hands-on support experience with Apple Mac Mini, MacBook, and macOS.
• Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, Office).
• Basic knowledge of Azure AD / Microsoft Entra ID and Active Directory.
• Experience using ServiceNow or any ITSM ticketing tool.
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN, Wi-Fi).

Essential Soft Skills

• Excellent verbal and written English communication.
• Strong customer service orientation.
• Excellent logical reasoning and analytical thinking.
• Ability to troubleshoot issues methodically and identify root causes.
• Ability to work independently in a client environment.
• Professional attitude and presentation.
• Strong ownership and accountability.
• Ability to work under pressure while maintaining high customer satisfaction.

Onsite Expectations

The ideal candidate should demonstrate:

• Strong customer interaction skills.
• Professional appearance and demeanor.
• Excellent logical reasoning and decision-making ability.
• Ability to quickly understand user issues and provide effective resolutions.
• Strong ownership of incidents until closure.
• Excellent documentation and communication skills.
• Ability to work with minimal supervision in an enterprise environment.