L1 Desktop Support Engineer 

Previous Work Experience 2 to 3 years
Key Skills & Requirements 1. Desktop/Laptop Management:
a. Installation, configuration, and maintenance of desktops and laptops (Windows
and few MAC based).
b. OS imaging, patch management, and performance optimization.
c. Hardware diagnostics and coordination with vendors for repair or replacement.
d. Ensuring antivirus, endpoint protection, and firewall configurations are up to date and compliant.

2. Software Support:
a. Installation, configuration, and troubleshooting of licensed software applications.
b. Support for Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint, etc.).
c. Managing OneDrive sync issues, SharePoint permissions/access, and Teams-
related troubleshooting.
d. Basic support for browser-based applications, including Odoo and other SaaS
tools.

3. End-User Support:
a. Responding to and resolving user issues via ticketing system, email, phone, or in
person – this includes remote support also (AnyDesk, Remote admin,
TeamViewer, etc.).
b. User onboarding and offboarding:
i. Account setup (M365, email, access permissions).
ii. Device allocation and configuration.
iii. Managing shared resources such as distribution lists, shared mailboxes,
and file access.

4. Identity & Access Management
a. Managing user accounts, password resets, MFA setup, and access control in
Microsoft 365.
b. Ensuring compliance with company IT security policies.
c. Periodic review of user access rights and permissions.

5. Network Assistance (Basic):
a. Basic troubleshooting of LAN, internet, and Wi-Fi connectivity issues.
b. Coordination with the central IT/network team or ISP for escalations.
c. Monitoring and reporting recurring connectivity issues.

6. Peripheral Device Support:
a. Installation, configuration, and maintenance of printers and scanners.
b. Setup of scan-to-email, scan-to-folder, and network printing.
c. Troubleshooting device connectivity and performance issues.

7. Asset Management:
a. Maintaining an accurate inventory of IT assets (hardware and software).
b. Tagging, tracking, and auditing devices.
c. Managing spare devices and replacement stock.

8. Security & Compliance:
a. Ensuring devices comply with security standards (antivirus, updates, encryption if
applicable).
b. Reporting security incidents (phishing, malware, unauthorised access).
c. Assisting users with security best practices.

9. Reporting and Documentation:
a. Monthly reporting on:
i. Tickets/Issues resolved.
ii. SLA adherence
iii. Escalations and pending issues
b. Maintaining documentation and a knowledge base for recurring issues.
c. Assisting in creating user guides and basic training materials.