Desktop Support Engineer L1

Role Overview: As a Desktop Support Engineer, your role will involve addressing user tickets related to hardware, software, and networking. You will be responsible for guiding customers in installing applications and computer peripherals, diagnosing problems by asking targeted questions, and providing step-by-step instructions. Remote troubleshooting and testing alternative pathways to resolve issues will be part of your daily tasks. Additionally, customizing desktop applications, recording technical issues and solutions, and escalating unresolved issues to higher support levels will be essential. Ensuring client systems" functionality, reporting customer feedback and product requests, and contributing to technical documentation and manuals are also key responsibilities. Key Responsibilities: - Address user tickets regarding hardware, software, and networking - Walk customers through installing applications and computer peripherals - Ask targeted questions to diagnose problems - Guide users with simple, step-by-step instructions - Conduct remote troubleshooting - Test alternative pathways until you resolve an issue - Customize desktop applications to meet user needs - Record technical issues and solutions in logs - Direct unresolved issues to the next level of support personnel - Follow up with clients to ensure their systems are functional - Report customer feedback and potential product requests - Help create technical documentation and manuals Qualifications Required: - Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role - Hands-on experience with Windows/Linux/Mac OS environments - Working knowledge of office automation products and computer peripherals, like printers and scanners - Knowledge of network security practices and anti-virus programs - Ability to perform remote troubleshooting and provide clear instructions - Excellent problem-solving and multitasking skills - Customer-oriented attitude,