L1 Desktop Support Engineer – First-Level IT Support

About the role

We are seeking an L1 Desktop Support Engineer to deliver first‑line technical assistance to end users across hardware, software and basic infrastructure issues. The role involves remote troubleshooting, incident management and supporting a global user base while adhering to ITIL processes.

Key responsibilities

• Provide first‑line support for desktops, laptops, printers and peripheral devices.
• Troubleshoot Windows 10/11, Microsoft 365 apps, network, Wi‑Fi, VPN and printer problems.
• Assist with password resets, account unlocks and user access requests.
• Log, track and resolve incidents using the ITSM tool, monitoring SLA compliance.
• Escalate complex issues to L2/L3 teams and support device deployment, refresh and replacement activities.
• Maintain accurate asset inventory, support onboarding/offboarding and perform basic Active Directory tasks.

Required profile

• 2–5 years of experience in desktop support, service desk or IT support.
• Bachelor’s degree or diploma in Computer Science, IT or related field.
• Willingness to work in shifts and follow shift schedules.
• Relevant technical certifications (ITIL Foundation, MS‑900, AZ‑900, CompTIA A+) are an advantage.

Required skills

• Strong knowledge of Windows 10 and Windows 11.
• Hands‑on experience with Microsoft 365, Outlook, Teams, OneDrive and basic SharePoint support.
• Basic knowledge of Active Directory, DNS, DHCP, TCP/IP, networking, VPN and printer troubleshooting.
• Familiarity with ITSM tools (BMC Helix preferred) and remote assistance utilities.
• Basic knowledge of macOS.