Desktop Support
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Key skills for this role
About the Role
The L1 Desktop Support Engineer provides first-level technical support to end-users, resolving hardware, software, and network-related issues.
Key Skills for This Role
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Overview
The L1 Desktop Support Engineer provides first-level technical support to end-users, resolving hardware, software, and network-related issues.
This role ensures smooth IT operations by responding promptly to user requests, troubleshooting basic problems, and escalating complex issues to higher-level support teams when necessary.
Key Responsibilities
- Provide first-level support for end-users via phone, email, chat, or ticketing system.
- Troubleshoot and resolve issues related to desktops, laptops, peripherals, printers, and other IT equipment.
- Install, configure, and maintain software applications, operating systems, and antivirus solutions.
- Assist users with password resets, account lockouts, and access permissions.
- Support basic network connectivity issues (LAN, Wi-Fi, VPN).
- Maintain inventory of IT assets and document all support activities.
- Escalate unresolved or complex issues to L2/L3 support teams following standard procedures.
- Provide guidance and basic training to end-users on software and hardware usage.
- Ensure tickets are updated accurately and closed in a timely manner.
- Follow IT policies, procedures, and security guidelines.
Qualifications & Skills
- **Education:** Diploma/Degree in Computer Science, IT, or related field.
- **Experience:** 0–2 years in IT support, helpdesk, or desktop support.
- **Technical Skills:**
- Basic troubleshooting of Windows and macOS operating systems.
- Knowledge of Microsoft Office Suite and commonly used enterprise applications.
- Familiarity with printers, scanners, and other peripheral devices.
- Understanding of basic networking concepts (IP, DNS, DHCP, VPN).
- **Soft Skills:**
- Strong communication and interpersonal skills.
- Customer-focused with a problem-solving attitude.
- Ability to work under pressure and manage multiple support requests.
- Pay: AED5,000.00 - AED5,500.00 per month
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