L1 Desktop Support Engineer TR

• Deliver first and second-level technical support and resolve customer issues effectively.
  
• Maintain clear communication regarding issue status and resolution timelines.
  
• Work with third-party vendors to resolve complex issues, particularly related to audio/visual systems.
  
• Maintain accurate ticket updates for all reported incidents.
  
• Install, upgrade, and troubleshoot Windows operating systems (XP, 7, 8.1, 10), Microsoft Office 2010, Cisco Jabber, and other authorized applications.
  
• Provide basic support for Mac OS and Apple PC users.
  
• Install, upgrade, and troubleshoot printers and general computer hardware.
  
• Conduct routine preventative maintenance on computers, laptops, and printers.
  
• Perform remedial repairs on desktops, laptops, printers, and peripheral devices.
  
• Use diagnostic tools to resolve issues related to network connectivity and workstation performance.
  
• Possess a foundational understanding of IT infrastructure, including networks, servers, A/V equipment, smart devices, and telecom systems.
  
• Adapt to a project-based work environment that demands flexibility, collaboration, and multitasking.
  
• Perform additional duties as assigned by management.
  

Bachelor’s degree in Computer Science or a related field, or an equivalent combination of education and experience.

Certifications such as CompTIA A+ and Microsoft Certified Professional (MCP) or higher.

• Windows 7–10 operating systems
  

  
  

• Microsoft Active Directory and Group Policy Objects (GPOs)
  

  
  

• Microsoft Office 365
  

  
  

• PC hardware installation, troubleshooting, and repair
  

  
  

• Enterprise antivirus solutions
  

  
  
• Helpdesk ticketing systems
  
  Experience with:
  
  

• Mobile device management (iOS and Android)
  

  
  

• Enterprise encryption solutions
  

  
  

• Windows PC/laptop management via Active Directory
  

  
  

• Strong analytical and troubleshooting skills with a problem-solving mindset.
  

  
  

• Proven ability to multitask, set priorities effectively, and meet SLAs.
  

  
  

• Excellent verbal and written communication skills with a focus on internal customer service and relationship-building.
  

  
  

• Adaptable and flexible in a fast-paced, dynamic work environment.
  

  
  

• Willing to work off-hours or weekends when required for projects or emergency support.