L1 Desktop Support Engineer

Job Summary

Key Responsibilities

• Provide first-level technical support for desktops, laptops, printers, scanners, and other IT peripherals.
• Diagnose and troubleshoot hardware, software, operating system, and network-related issues.
• Install, configure, and maintain Windows operating systems, MS Office, Outlook, and standard business applications.
• Handle user requests through ticketing systems, email, phone, chat, or walk-in support.
• Configure user accounts, passwords, email access, and Active Directory permissions.
• Install, upgrade, and patch software applications and operating systems.
• Support LAN, Wi-Fi, VPN, printers, and basic network connectivity issues.
• Maintain IT asset inventory and update asset tracking records.
• Document incidents, resolutions, and troubleshooting steps in the ticketing system.
• Escalate unresolved issues to L2/L3 support teams as required.
• Ensure compliance with IT policies, security standards, and antivirus updates.
• Assist in onboarding and offboarding activities, including system setup and user provisioning.

Required Skills

• Knowledge of Windows 10/11 and Microsoft Office 365.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, LAN/WAN).
• Familiarity with Active Directory and user account management.
• Experience with ticketing tools such as ServiceNow, Jira, Freshservice, or ManageEngine.
• Hardware troubleshooting for desktops, laptops, printers, and peripherals.
• Good problem-solving and analytical skills.
• Strong communication and customer service skills.
• Ability to work independently and in a team environment.

Qualifications

• Diploma/Bachelor’s Degree in Computer Science, Information Technology, or related field.
• 0–2 years of experience in Desktop Support, Help Desk, or IT Support.
• Certifications such as CompTIA A+, Microsoft Certified Fundamentals, or Hardware & Networking certifications are an added advantage.

Preferred Attributes

• Customer-centric approach.
• Strong troubleshooting mindset.
• Ability to prioritize multiple support requests.
• Willingness to work in shifts or provide on-call support if required.
• Quick learner with a positive attitude.

Experience

• **1 to 2 years** of experience in Desktop Support, IT Helpdesk, or Technical Support role
• Pay: AED3,000.00 - AED3,500.00 per month