L1 Desktop Support Engineer

Job Summary We are looking for a proactive and customer-focused L1 Desktop Support Engineer to provide first-level technical support to end users. The candidate will be responsible for troubleshooting hardware, software, network, and peripheral-related issues, ensuring smooth day-to-day IT operations and timely resolution of support tickets. Key Responsibilities * Provide first-level technical support for desktops, laptops, printers, scanners, and other IT peripherals. * Diagnose and troubleshoot hardware, software, operating system, and network-related issues. * Install, configure, and maintain Windows operating systems, MS Office, Outlook, and standard business applications. * Handle user requests through ticketing systems, email, phone, chat, or walk-in support. * Configure user accounts, passwords, email access, and Active Directory permissions. * Install, upgrade, and patch software applications and operating systems. * Support LAN, Wi-Fi, VPN, printers, and basic network connectivity issues. * Maintain IT asset inventory and update asset tracking records. * Document incidents, resolutions, and troubleshooting steps in the ticketing system. * Escalate unresolved issues to L2/L3 support teams as required. * Ensure compliance with IT policies, security standards, and antivirus updates. * Assist in onboarding and offboarding activities, including system setup and user provisioning. Required Skills * Knowledge of Windows 10/11 and Microsoft Office 365. * Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, LAN/WAN). * Familiarity with Active Directory and user account management. * Experience with ticketing tools such as ServiceNow, Jira, Freshservice, or ManageEngine. * Hardware troubleshooting for desktops, laptops, printers, and peripherals. * Good problem-solving and analytical skills. * Strong communication and customer service skills. * Ability to work independently and in a team environment. Qualifications * Diploma/Bachelor’s Degree in Computer Science, Information Technology, or related field. * 0–2 years of experience in Desktop Support, Help Desk, or IT Support. * Certifications such as CompTIA A+, Microsoft Certified Fundamentals, or Hardware & Networking certifications are an added advantage. Preferred Attributes * Customer-centric approach. * Strong troubleshooting mindset. * Ability to prioritize multiple support requests. * Willingness to work in shifts or provide on-call support if required. * Quick learner with a positive attitude. Experience * **1 to 2 years** of experience in Desktop Support, IT Helpdesk, or Technical Support role Pay: AED3,000.00 - AED3,500.00 per month Work Location: In person