Desktop Support Engineer

Key Responsibilities :

✅ Technical Support :

Provide Level 1 (L1) support for desktops, laptops, printers, and other peripherals.

Respond to incidents and service requests via calls, emails, or ticketing systems.

Troubleshoot hardware and software problems, including OS issues, application errors, and connectivity issues.

Install, configure, and update Windows / Mac operating systems and applications.

Assist users with email configurations, VPN access, and basic network troubleshooting.

Support Microsoft Office 365, Active Directory (password resets, account lockouts), and other enterprise applications.

✅ User Support & Communication :

Provide remote and in-person support for employees.

Maintain clear communication and provide timely updates on issue resolution.

Guide users on IT policies, security best practices, and basic troubleshooting steps.

✅ Documentation & Reporting :

Log all incidents and service requests in the ITSM / ticketing system.

Maintain up-to-date documentation of common issues and resolutions.

Escalate complex issues to L2 / L3 support teams as needed.

Skills Required

Level 1 (L1) support, basic network troubleshooting., incidents and service requests