Desktop Support Engineer (P1) – Help Desk

About the role

The P1 Desktop Support Engineer provides advanced first‑line technical assistance to end users, handling hardware, software, and network issues while ensuring service level agreements are met. This role acts as an escalation point for junior staff and contributes to continuous improvement of support processes.

Key responsibilities

• Deliver Level 1 technical support for desktops, laptops, operating systems, Microsoft 365 suite, and network connectivity.
• Diagnose, troubleshoot, and resolve incidents and service requests independently, meeting SLA targets.
• Own incidents from creation to closure, documenting steps and outcomes.
• Escalate complex problems to Level 2 teams with complete troubleshooting records.
• Perform account administration tasks such as password resets, access provisioning, and de‑provisioning.
• Monitor service‑desk queues, prioritize work based on business impact, and participate in major‑incident bridge calls.
• Create and maintain knowledge‑base articles, SOPs, and troubleshooting documentation.
• Mentor junior service‑desk associates and identify opportunities for automation and process optimization.
• Ensure compliance with ITIL Incident, Request, Problem, and Change Management processes.

Required profile

• Diploma or degree in Computer Science, Information Technology, Electronics or related field.
• 3‑6 years of experience in technical support, NOC, or service‑desk environments.
• ITIL Foundations certification (required); CCNA, Microsoft Fundamentals, Azure Fundamentals, CompTIA A+ or Network+ are preferred.

Required skills

• Strong knowledge of Windows operating systems and desktop troubleshooting.
• Proficiency with Microsoft 365, Outlook, Teams, OneDrive, and Office applications.
• Basic experience with Active Directory, Group Policies, and user account management.
• Understanding of networking fundamentals: DNS, DHCP, VPN, TCP/IP, Wi‑Fi.
• Familiarity with endpoint management and remote support tools.
• Experience using ITSM platforms (e.g., ServiceNow) and applying ITIL processes.