L1 Desktop support engineer

Job Title: L1 Desktop Support Engineer

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Job Summary:

L1 Desktop Support Engineer

This role is ideal for recent graduates or junior IT professionals who are eager to build their careers in IT support and gain hands-on experience in a dynamic work environment. 

Key Responsibilities:

• Act as the first line of support for all IT-related issues (hardware, software, network, and peripherals). 
• Respond to service requests via phone, email, chat, or ticketing system. 
• Diagnose and resolve basic technical issues in a timely and professional manner. 
• Install, configure, and maintain desktops, laptops, printers, and other end-user equipment. 
• Assist in setting up and supporting user accounts, email, and permissions (Active Directory, Microsoft 365). 
• Escalate complex or unresolved issues to L2 or L3 support as needed. 
• Maintain accurate records of user issues and troubleshooting steps. 
• Support video conferencing systems and meeting room equipment. 
• Provide basic support for mobile devices (Android/iOS). 
• Ensure compliance with company IT policies and security standards. 

Required Skills & Qualifications:

• Diploma or Bachelor's degree in IT, Computer Science, or related field. 
• 0–1 years of experience in desktop or technical support (internships or coursework acceptable). 
• Basic understanding of: 
• Microsoft Windows 10/11 
• Microsoft Office 365 
• Computer hardware components 
• Strong communication and interpersonal skills. 
• Eagerness to learn and ability to work in a team environment. 
• Good time management and organizational skills. 
• Ability to follow procedures and document actions clearly. 

Preferred Qualifications (Nice to Have):

• CompTIA A+, Microsoft MCP, or similar certification. 
• Familiarity with IT ticketing systems (e.g., ServiceNow, Freshservice, or Zendesk). 
• Basic networking knowledge (IP addressing, DNS, DHCP). 
• Exposure to Active Directory or MDM solutions (e.g., Intune, Jamf). 

Work Conditions:

• Standard business hours, with potential for rotational on-call or weekend shifts. 
• Onsite role . 
• May require occasional lifting/moving of IT equipment.