IT Hardware Engineer

Job Description – L1 Desktop Engineer / Technical Support Engineer

Job Title

L1 Desktop Engineer / Technical Support Engineer

Experience

1–3 years in Desktop Support, IT Helpdesk, or Technical Support.

Job Summary

We are looking for an L1 Desktop Engineer / Technical Support Engineer to provide first-level technical support to end users, troubleshoot hardware and software issues, and maintain smooth day-to-day IT operations.

Key Responsibilities

- Provide L1 technical support to users through calls, email, chat, and ticketing systems.

- Troubleshoot Windows desktops, laptops, printers, scanners, and other IT peripherals.

- Install, configure, and troubleshoot Windows OS and standard business applications.

- Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.

- Perform user account, password, and access-related troubleshooting.

- Basic support for Active Directory including password reset, account unlock, and group membership.

- Troubleshoot network connectivity, Wi-Fi, LAN, VPN, DNS, and DHCP-related issues.

- Configure and troubleshoot network printers and shared printers.

- Install and troubleshoot antivirus/endpoint security software.

- Maintain IT assets and update hardware/software inventory.

- Create, update, and close tickets according to SLA.

- Escalate unresolved or complex issues to L2/L3 teams.

- Provide remote and onsite support when required.

- Prepare and configure new laptops/desktops for employees.

- Assist with software installation, patching, and system updates.

- Maintain basic IT documentation and troubleshooting procedures.

Required Skills

- Good knowledge of Windows 10/11 troubleshooting.

- Basic knowledge of Active Directory.

- Basic knowledge of TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.

- Knowledge of Microsoft 365 applications.

- Hardware troubleshooting skills.

- Printer and peripheral troubleshooting.

- Basic understanding of IT security and endpoint protection.

- Good communication and customer-service skills.

- Ability to work with ticketing/helpdesk systems.

Preferred Skills

- Microsoft Intune / Endpoint Manager knowledge.

- Basic knowledge of Entra ID/Azure AD.

- Basic knowledge of Microsoft 365 administration.

- Experience with remote-support tools.

- Knowledge of ITIL and SLA-based support.

- Basic Mac/macOS troubleshooting is an advantage.

Education

Diploma/Bachelor's degree in IT, Computer Science, or a related field.

Key Performance Areas

- First-call/first-level resolution.

- SLA compliance.

- Ticket resolution and documentation.

- User satisfaction.

- Effective escalation of L2/L3 issues.

- IT asset and endpoint management.

Working Environment

The role may involve onsite, remote, or hybrid IT support, depending on business requirements.

• It is a Full Time Hardware / Network Engineer job for candidates with 1 - 5 years of experience.