Information Technology Support Technician
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Job Title:
L1 Desktop Support Engineer
Experience Required:
1–3 years in IT infrastructure support, with focus on hardware, software, and operating system
issue resolution.
Role Overview:
As a Level 1 Desktop Support Engineer, you will be responsible for resolving basic IT issues in
accordance with hardware warranty terms and customer security compliance standards. You
will work under direction, following procedures and escalating complex problems to Level 2
engineers or relevant teams.
Key Responsibilities:
1. Hardware Support & Troubleshooting
• Installation, repair, and troubleshooting of desktops, laptops, printers, and peripherals
(monitors, keyboards, mice, fax machines, scanners).
• Physical ability to lift and move equipment weighing up to 50 lbs.
• Provide Smart Hands support for:
o Routers, switches, firewalls
o Racks and cabinets
o Tasks as directed by senior engineers or remote support teams
• Note: Configuration and advanced troubleshooting of network infrastructure is escalated
to L2 support.
2. Software & Operating System Support
• Follow instructions to install and troubleshoot desktop applications.
• Provide deskside support and break/fix for PCs.
• Basic Windows OS support and administration.
• Support antivirus/anti-spyware installation and troubleshooting.
• Assist with configuration and troubleshooting of iOS/Android tablets.
• Support deployments using tools such as:
o Microsoft System Center Configuration Manager (SCCM)
o Windows Deployment Services (WDS)
o Mobile Device Management (MDM) solutions
• Note: Escalate enterprise deployment failures to L2 support.
3. Active Directory & Identity Management
• Perform basic AD tasks:
o Password resets
o Account unlocks
o Adding users to groups
• Support access permission requests.
• Note: Complex AD troubleshooting is handled by L2 engineers.
4. Network & Connectivity Support
• Basic understanding of LAN/WAN.
• Troubleshoot simple connectivity issues.
• Familiarity with:
o TCP/IP
o DNS / DHCP
o VPN / RDP
• Use basic tools such as:
o Ping
o ipconfig
o Wi-Fi analyzers
Certifications Required (or to be acquired during employment):
• CompTIA A+ (or equivalent)
• Basic knowledge of ITIL processes:
o Incident, Change, and Problem Management
o Service Requests
o Buffer/spare stock management
• Site-specific certifications may be required during induction.
Competency Requirements:
• Effective verbal and written communication skills.
• Strong interpersonal and user support skills.
• Ability to manage time and meet deadlines.
• Logical and deductive reasoning for issue troubleshooting.
• Self-motivation and ability to work with minimal supervision.
• Ability to follow ticketing procedures and escalate as per SLA.
• Work as directed by senior techs or Service Desk for network-related support.
Language Requirement:
• Minimum B2-level proficiency in English and the local language.