Desktop Support Engineer

Job Title: L1 Onsite Support Technician / Desktop Support Engineer

Working Days: Monday to Friday (Business hours)

Work Duration: 1 Year Contract

We are seeking a Microcomputer Onsite Support Technician to provide Level 1 support for workplace hardware and software environments. The role involves hands-on troubleshooting, user support, equipment installation, and ensuring SLA compliance while delivering excellent customer service.

• Provide Level 1 onsite support by resolving incidents and service requests related to end-user workstations.
• Support Operating Systems, standard software applications, email (local and web-based), antivirus/security tools, and virtual desktop (VDI) environments
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• Provide basic networking and VoIP support
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• Manage and track tickets using the ticketing tool until full resolution, ensuring compliance with SLA requirements.
• Provide continuous communication and updates to users throughout the ticket lifecycle.
• Escalate complex issues to Level 2 support teams when required.
• Perform physical installation, configuration, relocation, and replacement of IT equipment
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• Manage hardware warranty cases and coordinate repairs or replacements.
• Maintain stock inventory and equipment tracking systems.
• Support mailbox management, call handling, and service monitoring activities.
• Provide “Remote Hands” support for other technical teams when required.

• Experience in L1 Desktop / Onsite IT Support
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• Strong knowledge of Windows Operating Systems and standard enterprise applications.
• Basic understanding of networking concepts (LAN, connectivity, IP configuration).
• Familiarity with ticketing systems and SLA-based environments.
• Experience with hardware troubleshooting (PCs, laptops, peripherals).
• Good communication skills and customer-oriented mindset.
• Ability to work independently and manage multiple tickets effectively.