L1 Desktop Support Engineer

Roles & Responsibilities:

Key Responsibilities:

• Manage and maintain Windows servers, Active Directory (AD), Office 365, and Azure

environments, ensuring smooth operations.

• Handle escalations and provide expert support for IT infrastructure, endpoint security, and

virtualized environments (VMware).

• Oversee network management, Wi-Fi configurations, and VPN, ensuring high availability

and secure connectivity.

• Support system deployments, enhancements, and updates while exploring and suggesting

new tools/technologies for improvement.

• Ensure ISO compliance, conduct audits, generate reports, and implement security policies.

• Meet SLA targets for ticket resolution, provide timely end-user support, and ensure

operational efficiency.

• Collaborate on Proof of Concept (PoC) for new technologies and security compliance to

enhance IT infrastructure.

• Responsible for the maintenance, configuration, and operation of computer systems,

network servers, and virtual servers. Perform troubleshooting, diagnostics, and resolve

hardware/software issues. Oversee backup operations, disaster recovery, and failover

processes. Lead desktop and helpdesk support efforts, ensuring minimal disruptions.

Technical Skills:

Proficient in managing Office 365, Azure AD, Windows Servers (2016/2019/2022), and Active

Directory. Hands-on experience with AWS (basic), VMware virtualization, network management

(Wi-Fi, VPN), and endpoint security tools. Skilled in IT infrastructure management tools

(ServiceNow, Jira) and meeting SLA targets for ticketing. Knowledgeable in security compliance

(ISO 27001), patch management, system health monitoring, and reporting. Familiar with basic AI

applications in IT operations and proactive in exploring new technologies and tools for enhanced

security and efficiency.