L1 Desktop Support Engineer

3 days ago

bangalore, India HGS Full time

Responsibilities Resolve escalated technical issues: Act as a point of escalation for complex problems that Level 1 technicians cannot solve, ensuring timely and effective resolution. Perform advanced troubleshooting: Diagnose and resolve complex hardware issues, including component failure, system performance, and compatibility problems. Manage operating systems: Provide advanced support for operating systems, such as Microsoft Windows, including installation, configuration, and troubleshooting. Support enterprise applications: Troubleshoot and resolve issues with specialized enterprise applications, including database access, software-specific errors, and integration problems. Configure network settings: Assist with network-related issues, such as group policy settings, domain access, user permissions, and connectivity problems with LAN/WAN and VPNs. Execute software deployment and updates: Assist with the deployment of software patches and updates across the organization, using tools like SCCM and Intune. Maintain system security: Implement and enforce security protocols, such as installing and updating antivirus software and educating users on security best practices. Collaborate with IT teams: Work closely with other teams, such as Network Engineering and Systems Administration, to resolve larger infrastructure issues. Create and maintain documentation: Document technical procedures, troubleshooting steps, and resolutions in the company's knowledge base and ticketing system. Mentor junior staff: Guide and train Level 1 support staff to help them develop their skills and improve issue resolution. Qualifications Education: A bachelor’s degree in information technology, Computer Science, or a related. Experience: 3–5 years of experience in a desktop support or similar IT role. Technical skills: Operating systems: Expert knowledge of Windows and macOS operating systems. Networking: Strong understanding of network protocols and configurations (TCP/IP, DNS, DHCP). Remote support: Proficiency with remote desktop tools (e.g., TeamViewer, RDP). Ticketing systems: Experience with helpdesk ticketing software. Hardware: Strong hardware troubleshooting and repair skills for desktops, laptops, printers, and peripherals. Certifications: Professional certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified: Modern Desktop Administrator Associate are often a plus. Soft skills: Excellent verbal and written communication skills. Strong analytical and problem-solving abilities. A high level of patience and customer service orientation. The ability to prioritize multiple tasks and work effectively under pressure.

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