Position title
L1 Desktop Support

Key Responsibilities:

  • Level -1 support for all IT related issues.
  • Proper escalation of unresolved issues to L2 (Internal) team according to established guidelines and policies.
  • Respond to customer inquiries in a timely manner by following the established SLA’s (service level agreement).
  • Follow-up with users to ensure that all issues/needs have been resolved/met.
  • Serving as the first point of contact for staff seeking technical assistance over the phone, email or through ITSM Tool requests.
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions.
  • Ensure all issues are properly logged.
  • Record incidents and problems and their resolution in logs.
  • Prioritize and manage several open issues at one time.
  • Assist and provide support to off-site technical staff in identifying and resolving technical issues.
  • Assist with various projects/tasks assigned from Team Lead.

 Skills & Competencies:

  • Good understanding of computer systems, mobile devices, and other tech products.
  • Ability to diagnose and resolve basic and some advance technical issues.
  • Expertise in systems administration, networking, hardware, and mobile device hardware/ software troubleshooting.
  • Experience with Windows Active Directory, DNS, Remote Desktop, Networking and VIOP on Level-1
  • Functional knowledge and experience of installation troubleshooting of (/7/8/10) Server 2008/2012/AD) and MAC.
  • Configuration of Cisco/Avaya/IP based Phones
  • Installation configuration Printers/Scanners and Oracle based application support.
  • Virtual Desktop Interface knowledge
  • Excellent communication skills.
  • Customer-oriented and Positive attitude.


  • BE/BSc/BS in IT, Computer Science, or any relevant discipline
  • Must have 3+ years' experience in Level-1.
  • Proven experience as a help desk technician/Support Engineer
Employment Type
IT Services and IT Consulting
Job Location
Date posted
May 27, 2024
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