Desktop Support / Service Desk L1 Engineer

About the Position

We are looking for a motivated Desktop Support / Service Desk L1 Engineer to join our technical team. In this role, you will be the first point of contact for end-users, ensuring seamless IT operations and delivering exceptional customer service through efficient technical troubleshooting.

Main Responsibilities

• Provide Level 1 technical support via phone, email, and ticketing systems.
• Troubleshoot hardware, software, and basic network issues (workstations, laptops, printers, connectivity).
• Install, configure, and maintain Windows OS, MS Office Suite, and standard business applications.
• Manage user accounts, including password resets and access permissions.
• Record, track, and manage incidents using ITSM tools such as ServiceNow or Remedy.
• Escalate complex, unresolved issues to Level 2 and Level 3 support teams.
• Assist with hardware deployment, system imaging, and IT asset management.
• Ensure strict adherence to SLAs and established IT support processes.

Candidate Profile

• Proven ability to provide high-quality customer service in a fast-paced environment.
• Strong analytical and problem-solving skills with a proactive mindset.
• Excellent communication skills to interact effectively with diverse end-users.
• Ability to prioritize tasks and manage multiple requests simultaneously.

Required Skills

• Proficiency in Windows 10/11 and Microsoft Office 365.
• Foundational knowledge of Active Directory and user management.
• Basic understanding of networking concepts (LAN, VPN, Wi-Fi).
• Experience with ITSM/Ticketing tools (ServiceNow, Jira, or Remedy).
• Hands-on experience with hardware troubleshooting and OS imaging.