Desktop Support Engineer - L1

We are looking for a skilled Desktop Support Engineer - L1 to provide first-level technical support for end-user devices, software applications, and IT peripherals. The candidate will be responsible for troubleshooting technical issues, maintaining desktop infrastructure, and ensuring smooth IT operations at customer locations., * Provide first-level technical support for desktops, laptops, printers, monitors, docking stations, and other IT peripherals.

• Install, configure, maintain, and troubleshoot Windows 10/11 operating systems.
• Support Microsoft 365 applications, including Outlook, Teams, Word, and Excel.
• Diagnose and resolve hardware, software, and basic network connectivity issues.
• Perform software installations, updates, patching, and system upgrades.
• Assist with user account management, password resets, and basic Active Directory administration.
• Troubleshoot LAN, Wi-Fi, VPN, and other end-user connectivity issues.
• Configure and deploy desktops, laptops, and related IT equipment.
• Maintain IT asset inventory and update service records.
• Log, track, and resolve incidents and service requests through ticketing systems.
• Escalate complex technical issues to Level 2 support teams when required.
• Ensure compliance with IT security policies, standard operating procedures, and service-level agreements (SLAs).

• Minimum 3 years of experience in Desktop Support, EUC Support, or IT Technical Support.
• Hands-on experience with Windows 10/11 troubleshooting and desktop hardware support.
• Good knowledge of Microsoft 365 applications.
• Basic knowledge of Active Directory, user account management, and access permissions.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, LAN, and Wi-Fi.
• Experience troubleshooting printers, scanners, monitors, and other peripherals.
• Familiarity with IT ticketing systems and incident management processes.
• Strong analytical, troubleshooting, and problem-solving skills.
• Good communication and customer-service skills.
• Ability to work independently and provide onsite technical support.

Preferred Qualifications

• CompTIA A+, Microsoft certifications, or equivalent technical qualifications.
• Knowledge of ITIL-based service management processes.
• Experience with device imaging, hardware refresh, and IT asset management.
• Previous experience in enterprise IT support environments.