L1 Desktop Support Engineer - Mumbai

Position Overview:

We are seeking a proactive and detail-oriented L1 Desktop Support Engineer to provide first-level technical support for end-users. The ideal candidate will troubleshoot hardware and software issues, assist with IT service requests, and ensure a seamless user experience by resolving technical problems promptly.
Key Responsibilities:

Technical Support:
Respond to incoming IT service requests via phone, email, or ticketing systems.

Provide basic troubleshooting for hardware, software, and network connectivity issues.

Install, configure, and maintain desktops, laptops, printers, and other peripherals.

Issue Resolution:
Diagnose and resolve common operating system (Windows/MacOS/Linux) and software application issues.

Assist users with password resets, account unlocks, and other access-related queries.

Escalate unresolved issues to higher-level support (L2/L3) while maintaining documentation.

Documentation:
Log incidents, solutions, and updates in the ticketing system.

Create and maintain support documentation and knowledge base articles.

System Maintenance:
Perform routine system updates, patches, and antivirus management.

Monitor and maintain equipment inventory, including tracking assets.

User Training & Support:
Provide guidance and training on basic IT processes and system usage.

Support onboarding by setting up workstations for new hires.
Key Competencies:

Customer-focused attitude with excellent interpersonal skills.

Attention to detail and strong organizational skills.

Ability to work independently and as part of a team.
Work Environment:

On-site or hybrid support.

May require occasional lifting of IT equipment and the ability to travel between office locations if needed.

Requirements Qualifications:

Education: Diploma or Bachelors degree in Computer Science, IT, or related field (or equivalent experience).

Experience:
0-2 years of experience in IT support or help desk roles.

Familiarity with desktop operating systems, common office software (e.g., Microsoft 365), and basic network troubleshooting.

Skills:
Strong problem-solving and communication skills.

Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Basic understanding of ITIL framework is a plus.