L1 Help Desk Engineer

About the role

The L1 Help Desk Engineer provides first‑line technical support to global customers, handling inbound calls, chats and tickets. The role involves basic troubleshooting, remote assistance and follow‑up communication while working in a rotational shift environment.

Key responsibilities

• Answer inbound IT Helpdesk calls from customers worldwide and perform basic troubleshooting.
• Initiate follow‑up calls with customers to ensure issue resolution.
• Respond to client IT support requests via chats, calls, and ticketing systems.
• Provide technical support through remote access tools.
• Update and monitor ticketing systems throughout the support process.

Required profile

• Excellent communication skills.
• Willingness to work in rotational shifts.
• Proven experience (1‑2 years) as a Desktop Support Engineer, Technical Support Specialist, or similar role.
• Good knowledge of Windows and macOS operating systems.
• Proficient understanding of computer hardware and peripherals.
• Experience with SharePoint Online, Microsoft Office 365, Outlook, Word, Excel, OneDrive.
• At least 6 months voice support experience in an international technical support setting (preferred).
• Familiarity with infrastructure concepts such as Active Directory, Windows Server, DNS, DHCP, RDP, AV, VM, MDM, backup, VLAN, VPN, firewalls, routers, switches, and printers (advantage).

Required skills

• Windows operating system
• macOS operating system
• SharePoint Online
• Microsoft Office 365 (Outlook, Word, Excel, OneDrive)
• Active Directory
• Windows Server
• DNS and DHCP
• Remote Desktop Protocol (RDP)
• Antivirus (AV) solutions
• Virtual Machines (VM)
• Mobile Device Management (MDM)
• Backup solutions
• VLAN and VPN technologies
• Firewalls, routers, switches
• Printer configuration and support