L1 Desktop Support Engineer

For one of our clients, we are looking for an L1 Desktop Support Engineer to provide first-level technical support to end users across hardware, software, and basic infrastructure-related issues.Key ResponsibilitiesProvide first-line support for desktops, laptops, printers, and peripheral devices.Troubleshoot basic hardware, software, operating system, network, Wi-Fi, VPN, and printer issues.Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.Assist with password resets, account unlocks, and user access-related issues.Provide remote support using approved remote assistance tools.Log, track, update, and resolve incidents and service requests through the ITSM tool.Monitor ticket queues and ensure compliance with SLA targets.Escalate complex or unresolved issues to L2/L3 support teams.Assist with laptop and desktop setup, deployment, refresh, and replacement activities.Maintain accurate asset inventory and device records.Support user onboarding and offboarding activities, including account setup, access provisioning, asset collection, and access removal.Perform basic Active Directory activities and coordinate with network, server, and application teams.Maintain clear documentation of troubleshooting activities and resolutions.Follow ITIL-based Incident, Request, and Change Management processes.Adhere to organizational security, compliance, and IT policies.Requirements2–5 years of experience in desktop support, service desk, or IT support.Bachelor’s degree or diploma in Computer Science, Information Technology, or a related discipline.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.Experience using ITSM tools; knowledge of BMC Helix is preferred.Basic knowledge of macOS is an advantage.Strong troubleshooting and problem-solving skills.Excellent communication and customer service abilities.Ability to work collaboratively and support a global user base.Willingness to work in shifts and follow shift schedules.Relevant technical certifications are an advantage.Preferred CertificationsITIL FoundationMicrosoft Fundamentals: MS-900 or AZ-900CompTIA A+