L1 Desktop Support Engineer

Basic Technical Support 

• Provide first-level support for desktops, laptops, printers, and mobile devices.
• Troubleshoot common issues like system slowdowns, internet problems, email access, printing errors, and software glitches.
• Perform basic hardware checks and escalate hardware failures as needed.

Ticket Handling

• Log, categorize, and prioritize incidents/requests in the ITSM ticketing system.
• Follow SLAs for response and resolution times.
• Escalate unresolved or complex issues to L2 or relevant teams with proper documentation.

User Assistance

• Guide users through step-by-step solutions for basic IT issues (password resets, connectivity issues, software installation guidance).
• Provide support via phone, email, remote tools, or in-person if onsite.

System Setup & Configuration (Basic)

• Assist in setting up new desktops/laptops as per company standa...