L1 Desktop Support Engineer

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., Service

Now, 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