Verified Job
Engineering - Architecture
Desktop Support engineer level -1
Engineering - Architecture
#778672
Remote / WFH
Gallagher & Mohan
Job Description
Job Title: Desktop Support Engineer – Level 1
Position Summary
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, and remote support tools is preferred.
Position Summary
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, and remote support tools is preferred.
