Desk Side Support Engineer Level 1

About the role

The Desk Side Support Engineer Level 1 provides first‑line technical assistance to end users, handling incoming help requests via phone and work orders. The role focuses on troubleshooting hardware, software and connectivity issues while delivering exceptional customer service.

Key responsibilities

• Receive, document and prioritize help desk requests, capturing user details and problem description.
• Diagnose and resolve technical problems on PCs, laptops, printers, mobile devices and network connections, including VPN and wireless issues.
• Escalate complex cases to senior technicians and track the resolution process in the CRM system.
• Maintain daily service call activity, inventory levels and service‑level agreements.
• Support installation and configuration of internal systems and connectivity solutions.

Required profile

• 12–24 months of relevant field experience in end‑user support.
• Strong customer‑service orientation with the ability to communicate clearly with users.
• Ability to work effectively in a team and follow documented policies and procedures.

Required skills

• Advanced knowledge of computer hardware, PC/laptop peripherals and printer hardware.
• Proficiency with Microsoft operating systems, migrations, Active Directory and Exchange.
• Experience configuring and troubleshooting networking, wireless and VPN features on end‑user devices.
• Familiarity with ticketing software, Microsoft Office & Office 365 applications.
• Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), Microsoft Office Specialist (MOS) and OEM hardware certifications (Dell, HP, Lenovo, etc.).