About the role
The L1 Desktop Support Engineer provides front-line technical support for end-user hardware, software, and network issues.
- Qualification: Bachelor’s degree in computer science, IT, or a related field
- Experience: 1–3 years of hands-on experience in a technical support environment.
- Mandatory Skills: Advanced troubleshooting of Windows 10/11 and Ubuntu Linux, Installation and repair of desktops, laptops (Dell/HP/Lenovo), and peripherals, Basic understanding of TCP/IP, DHCP, DNS, and VPN connectivity troubleshooting
- Understanding of basic LAN/WAN/VLAN, TCP/IP, UDP
- Knowledge of Office 365 and related services.
- Good knowledge of Windows OS (10/11)
- Basic understanding of Linux, Ubuntu OS
- Knowledge of Active Directory (basic tasks)
- Ensure all issues are properly logged and resolved timely with proper prioritization.
- Ensure antivirus/endpoint security is active and updated.
- Support users on email (Outlook), VPN, and enterprise applications.
- Accountable for monitoring, providing support to existing infrastructure as well as suggest and /or escalate to get issues resolved in timely manner.
- Software & Patch Support - Install and update software applications, Assist in OS patching and updates
- Accurate and timely installation and maintenance of all systems that provide data and network capability to the operations personnel.
- Update asset inventory records and asset register.
- Research and identify solutions to software and hardware issues.
- Basic Networking Support - Troubleshoot LAN, Wi-Fi, VPN connectivity issues, Check IP configuration, DNS resolution, and network access, Coordinate with network team for complex issues.
- Document technical knowledge in the form of notes and manuals and reports.
- Hardware & Peripheral Support - Diagnose and fix issues related to Printers, Desktop/laptop hardware
Additional Notes:
- Good communication skills
- Customer-focused approach
- Problem-solving ability
- Ability to work in shifts
- Shift Time: 8:00 am to 5:00 pm and 6:00 pm to 3:00 am