Desktop Support engineer level -1

We are looking for a Desktop Support Engineer (L1) to provide first-level technical support for end users by troubleshooting hardware, software, Microsoft 365, and Windows-related issues. The ideal candidate should possess strong problem-solving skills, excellent communication abilities, and a customer-focused approach while ensuring timely resolution of incidents within defined SLA targets.

Key Responsibilities
• * Provide first-level technical support for end-user hardware, software, and operating system issues.
• Diagnose, troubleshoot, and resolve Microsoft 365, Outlook, Teams, and Windows-related incidents.
• Install, configure, and maintain standard business applications and desktop software.
• Support users remotely through phone, chat, or remote desktop tools.
• Create, update, and maintain incident tickets in the ITSM tool while adhering to SLA requirements.
• Escalate complex or unresolved issues to the L2 support team with complete troubleshooting details.
• Maintain accurate documentation of incidents, resolutions, and standard operating procedures.
• Deliver excellent customer service while ensuring minimal business disruption.

Technical Skills

Microsoft 365 Support
• * Office 365 installation, activation, repair, and uninstallation.
• User sign-in and authentication issues.
• License assignment and activation verification.
• Password reset and Multi-Factor Authentication (MFA) support.
• Office application troubleshooting (Word, Excel, PowerPoint).
• OneDrive synchronization issues.
• Office updates and performance troubleshooting.

Microsoft Outlook
• * Outlook installation, profile creation, and configuration.
• Send/Receive errors and mailbox synchronization issues.
• OST/PST file troubleshooting.
• Shared mailbox configuration and access.
• Calendar synchronization.
• Email search, AutoComplete cache, and signature configuration.
• Outlook performance optimization and troubleshooting.

Microsoft Teams
• * Teams login and authentication issues.
• Audio, microphone, and camera troubleshooting.
• Meeting connectivity and screen-sharing support.
• Teams cache clearing and performance optimization.
• Chat, notifications, and file-sharing issues.
• Teams installation and update support.

Software & Application Support
• * Software installation, configuration, and removal.
• Application launch failures and crash analysis.
• Software compatibility issues.
• DLL and runtime error troubleshooting.
• Software update failures.
• License activation.
• Adobe Acrobat Reader support.
• Browser troubleshooting (Microsoft Edge & Google Chrome).
• Java installation and configuration.
• VPN client troubleshooting.
• PDF file association issues.

Windows Support
• * Windows login and password reset issues.
• Windows Update troubleshooting.
• Basic Blue Screen (BSOD) analysis.
• Disk cleanup and system optimization.
• High CPU and memory utilization troubleshooting.
• Device Manager and driver issues.
• Printer installation and troubleshooting.
• Network connectivity issues (Wi-Fi, LAN, DNS, IP).
• Remote Desktop (RDP) support.

Required Skills /Technical Skills

Strong troubleshooting and analytical skills.

Excellent verbal and written communication.

Customer-focused approach with strong interpersonal skills.

Ability to prioritize incidents and work effectively under SLA-driven environments.

Basic understanding of ITIL/ITSM processes.

Ability to work independently and collaboratively within a support team.

Qualifications

Bachelor's degree or diploma in Computer Science, Information Technology, or a related field.

1–3 years of experience in Desktop Support, Service Desk, or Technical Support.

Experience with Microsoft 365, Windows Operating Systems, Active Directory basics.