Experience
2 - 6 yrs
Job Location
Not specified
Vacancy
4
Designation
Desktop Support Engineer L1
Job Type
ONSITE
Job Description
Hi All,
I' looking for candidates for the role of Desktop Support Engineer - L1.
Location: Chengalpattu (Chennai)
Notice Period: Only immediate
Interview Levels : 2 Levels - [1st Level - Virtual Interview, 2nd Level - Face to Face]
Key Responsibilities
- Provide first-level support for desktops, laptops, printers, scanners, mobile devices, and other IT peripherals.
- Respond to user incidents and service requests through calls, email, chat, or ticketing tools such as ServiceNow, Jira, or Freshservice.
- Diagnose and troubleshoot Windows desktop, laptop, application, printing, and peripheral issues.
- Install, configure, upgrade, and maintain operating systems, software applications, drivers, and security tools.
- Perform hardware troubleshooting, including replacement of RAM, hard drives, keyboards, mouse, monitors, and other components.
- Assist users with password resets, account unlocks, login problems, access requests, and basic Active Directory activities.
- Troubleshoot basic LAN, Wi-Fi, VPN, internet, and network connectivity problems.
- Provide remote support using tools such as Remote Desktop, AnyDesk, TeamViewer, or similar applications.
- Configure new desktops and laptops, including user profiles, email, applications, printers, and network access.
- Support Microsoft 365 applications such as Outlook, Teams, OneDrive, Word, and Excel.
- Perform basic antivirus checks, system updates, patch installation, and endpoint security activities.
- Maintain hardware and software asset records, inventory details, and equipment assignment information.
- Follow standard operating procedures, IT security policies, and service-level agreements.
- Record troubleshooting steps, root causes, and resolutions accurately in the ticketing system.
- Create or update knowledge-base articles and technical support documentation.
- Monitor open tickets, provide regular updates, and follow up with users until issue closure.
- Escalate unresolved or advanced issues to L2/L3, network, server, security, or application support teams with complete diagnostic details.
- Assist with user onboarding, offboarding, workstation deployment, and basic IT awareness training.
- Maintain professional communication and ensure a positive end-user experience.
Common L1 Troubleshooting Areas
- Windows operating system errors
- Blue screen, slow system, or system performance issues
- Software installation and application errors
- Outlook, Teams, and Microsoft 365 issues
- Printer and scanner problems
- Password reset and account lockout
- LAN, Wi-Fi, VPN, and internet connectivity
- Antivirus alerts and basic security incidents
- Keyboard, mouse, monitor, and docking-station issues
- Laptop imaging, formatting, and new-user setup
Required Skills
- Windows 10/11 desktop support
- Basic Active Directory and user account management
- Basic knowledge of DNS, DHCP, TCP/IP, LAN, Wi-Fi, and VPN
- Microsoft Office and Microsoft 365 support
- Hardware and peripheral troubleshooting
- Remote desktop support tools
- IT service-management and ticketing systems
- Incident logging, documentation, and escalation
- Good communication and customer-service skills
- Understanding of ITIL processes and SLA-based support
Interested candidates can mail their resume directly to narmadha.baskar@getronics.com