L1 Desktop Support Engineer

About This Role

Role Overview

The L1 Desktop Support Engineer provides first-level technical support to end users by diagnosing and resolving hardware, software, and network issues. This role acts as the initial point of contact for IT-related concerns and ensures smooth day-to-day operations.

Key Responsibilities

• Provide first-line support for desktops, laptops, printers, and peripheral devices
• Respond to IT support tickets, calls, and emails in a timely manner
• Install, configure, and troubleshoot:
• Operating systems (Windows, macOS basic support)
• Office applications (MS Office, Outlook, Teams, etc.)
• Diagnose and resolve hardware and software issues
• Assist with user account management (password resets, access issues, Active Directory basics)
• Support network connectivity issues (LAN/Wi-Fi, VPN basic troubleshooting)
• Set up and configure new systems for employees
• Maintain IT asset inventory and documentation
• Escalate complex issues to L2/L3 teams when necessary

Required Skills

• Basic knowledge of:
• Windows OS (Windows 10/11)
• Microsoft Office Suite
• Networking fundamentals (IP, DNS, DHCP)
• Familiarity with ticketing tools (e.g., ServiceNow, Jira, Freshservice)
• Understanding of Active Directory (basic user management)
• Good troubleshooting and problem-solving skills
• Strong communication and customer service skills

Preferred Skills (Nice to Have)

• Basic knowledge of:
• macOS or Linux
• Remote desktop tools
• Antivirus and endpoint security tools
• IT certifications such as:
• CompTIA A+
• ITIL Foundation

Experience

• 0–2 years of experience in IT support / helpdesk / desktop support
• Freshers with relevant training or certifications can also apply

Education

• Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience)

Job Type: Full-time

Pay: AED3,000.00 - AED3,500.00 per month

Work Location: In person