We are seeking a proactive and detail-oriented L1 Desktop Support Engineer to provide first-level technical support for end-users. The ideal candidate will troubleshoot hardware and software issues, assist with IT service requests, and ensure a seamless user experience by resolving technical problems promptly.

Key Responsibilities:

Technical Support:
- Respond to incoming IT service requests via phone, email, or ticketing systems.
- Provide basic troubleshooting for hardware, software, and network connectivity issues.
- Install, configure, and maintain desktops, laptops, printers, and other peripherals.
- Issue Resolution:
  - Diagnose and resolve common operating system (Windows/MacOS/Linux) and software application issues.
  - Assist users with password resets, account unlocks, and other access-related queries.
  - Escalate unresolved issues to higher-level support (L2/L3) while maintaining documentation.
  - Documentation:
    
    Log incidents, solutions, and updates in the ticketing system.
    
    Create and maintain support documentation and knowledge base articles.
    
    System Maintenance:
    
    Perform routine system updates, patches, and antivirus management.
    
    Monitor and maintain equipment inventory, including tracking assets.
    
    User Training & Support:
    
    Provide guidance and training on basic IT processes and system usage.
    
    Support onboarding by setting up workstations for new hires.
    
    Key Competencies:
    
    Customer-focused attitude with excellent interpersonal skills.
    
    Attention to detail and strong organizational skills.
    
    Ability to work independently and as part of a team.
    
    Work Environment:
    
    On-site or hybrid support.
    
    May require occasional lifting of IT equipment and the ability to travel between office locations if needed.
    
    Requirements
    
    Qualifications:
    
    Education: Diploma or Bachelors degree in Computer Science, IT, or related field (or equivalent experience).
    
    Experience:
    
    02 years of experience in IT support or help desk roles.
    
    Familiarity with desktop operating systems, common office software (e.g., Microsoft 365), and basic network troubleshooting.
    
    Skills:
    
    Strong problem-solving and communication skills.
    
    Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
    
    Basic understanding of ITIL framework is a plus.
    
    ","

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