L1 Network and Desktop Support

We are looking for a proactive and technically skilled L1 Network & Desktop Support Engineer to provide first-level technical support, troubleshoot network and desktop-related issues, and ensure smooth IT operations. The ideal candidate should have a good understanding of networking fundamentals, desktop support, hardware and software troubleshooting, Queue Management System and end-user assistance.

Key Responsibilities

1. Network Support

• Provide first-level support for LAN, WAN, Wi-Fi, and basic network connectivity issues.
• Troubleshoot IP addressing, DNS, DHCP, gateway, and connectivity-related problems.
• Perform basic configuration and troubleshooting of switches, routers, and wireless access points under supervision.
• Monitor network connectivity and escalate complex issues to L2 engineers.
• Assist with network device installation, cabling, and basic maintenance.
• Support VPN connectivity and basic firewall-related troubleshooting.

1. Desktop & End-User Support

• Provide technical support for desktops, laptops, printers, scanners, and other IT peripherals.
• Install, configure, and troubleshoot Windows operating systems and standard business applications.
• Troubleshoot hardware, software, email, Microsoft Outlook, and Microsoft 365-related issues.
• Assist with user account creation, password resets, and access-related requests.
• Perform software installations, updates, antivirus checks, and routine system maintenance.
• Provide remote and onsite technical support to end users.

1. IT Operations & Documentation

• Log, track, and update incidents and service requests through the ticketing system.
• Ensure timely resolution of support tickets in accordance with defined SLAs.
• Maintain proper documentation of technical issues, resolutions, and troubleshooting activities.
• Escalate unresolved or complex technical issues to L2/L3 support teams.
• Assist with IT asset inventory, hardware allocation, and equipment handovers.
• Ensure compliance with IT security policies and standard operating procedures.

Skills & Technical Requirements

• Basic knowledge of networking concepts such as TCP/IP, LAN, WAN, DNS, DHCP, VLANs, and VPN.
• Basic understanding of routers, switches, firewalls, and wireless networking.
• Good knowledge of Windows 10/11 operating systems and Microsoft 365.
• Experience in desktop, laptop, printer, and peripheral troubleshooting.
• Familiarity with Active Directory, user management, and basic troubleshooting.
• Understanding of ITIL concepts and ticketing systems is an advantage.
• Good troubleshooting, communication, and customer service skills.

Educational Qualifications & Certifications

• Bachelor's degree or Diploma in Computer Science, IT, Networking, or a related field.
• CompTIA A+, Network+, CCNA, or equivalent certifications will be an added advantage.
• 1–3 years of relevant experience in IT helpdesk, desktop support, or network support.

Desired Competencies

• Strong analytical and problem-solving abilities.
• Customer-focused approach with good interpersonal skills.
• Ability to work independently and as part of a technical team.
• Willingness to learn new technologies and develop technical expertise.
• Ability to work under pressure and manage multiple support requests.

Work Location: In person