Job Description

Required Language: English and Local

L1 Desktop Support Engineer – ESP Standard

1-3 years’ experience in IT infrastructure support, troubleshooting hardware, software, and

operating system issues. As a Level 1 engineer, you will resolve issues while adhering to hardware

warranty and customer security compliance standards.

Hardware Support & Troubleshooting:

Hands-on experience in installing, troubleshooting, and repairing desktops, printers,
laptops, and other computer peripherals. (Monitors, keyboards, mice, printers, fax

machines, scanners)

Ability to lift and move equipment weighing up to 50 lbs. Provide Smart Hands support for peripheral and networking hardware, including routers,
switches, firewalls, racks, and cabinets. Smart Hands activities involve performing

physical tasks on-site while following instructions from senior engineers or remote

technical teams, or by adhering to predefined procedures. Level 1 deskside engineers are

expected to execute these tasks as directed but do not engage in configuring or

troubleshooting complex network infrastructure, which is escalated to Level 2 engineers

as needed.

Software & OS Support:

Experience to follow instructions for installing and troubleshooting desktop applications. Skilled in desk-side support and PC break/fix, with basic administration of Windows operating systems.

Assist with anti-spyware and anti-virus software, including troubleshooting installation

issues. Basic support for iOS/Android tablets, assisting with configuration and troubleshooting.

Assist with software and operating system deployments using tools such as MSCM,

WDS, or MDM solutions to install Microsoft Office, antivirus software, and companyspecific applications. Level 1 deskside engineers support these deployments by following established procedures but do not take ownership of or troubleshoot enterprise deployment failures, which are escalated to Level 2 engineers when necessary. Active Directory & Identity Management: Assist with basic user account management tasks in Active Directory, including password resets, account unlocks, and adding users to existing groups. Level 1 deskside engineers perform these routine tasks but do not engage in more complex account management or troubleshooting, which is escalated to Level 2 engineers as required.

Assist with access permissions and escalate issues as needed to senior teams for

complex Active Directory problems. Level 1 deskside engineers are not expected to troubleshoot complex security, firewall, or enterprise software issues Network & Connectivity Support:

Basic knowledge of enterprise LAN and WAN setups, with the ability to troubleshoot

simple connectivity issues. Familiarity with TCP/IP, DNS, DHCP, VPN, and RDP.

Basic wireless network troubleshooting, including using diagnostic tools (ping, ipconfig,

Wi-Fi analyser). Certifications: CompTIA A+ or equivalent entry-level IT certification (or acquired during employment).

Basic awareness of ITIL processes, including Incident, Change, and Problem

Management, Service Requests, and spare/buffer stock management. Customer site-specific certification may be introduced during induction. Competency Requirements:

Strong written and oral communication skills with clients and management.

Excellent people skills for effective interaction with users and teams.

Ability to meet deadlines and manage tasks efficiently.

Strong deductive reasoning skills for troubleshooting issues.

Capability to work independently with minimal supervision.

Support of computer networks, as directed by senior technicians or service desk support.

Proficient in ticket handling, adhering to client requirements.

Languages: The Desktop Engineer must demonstrate B2-level proficiency in both English and the relevant local language, as certified by the Common European Framework of Reference for Languages (CEFR), to ensure effective communication with end users and stakeholders. Higher proficiency levels, including mastery or native fluency, may warrant a rate adjustment.
Job Type: Full-time

Work Location: In person