Desktop Engineer L1

Responsibilities

• Provide VIP support and demonstrate strong soft skills to handle users.
• Install, configure, and troubleshoot desktop and laptop hardware, mobile devices, and associated peripherals and related software.
• Adhere to Information & Data Security/Compliance policies.
• Perform onsite updates, configuration changes, software installations, and security patches.
• Meet PC refresh targets and build PCs for new joiners with the required OS.
• Meet 100% SLA for Incidents and Service Requests.
• Manage, maintain, and protect customers’ physical IT assets.
• Provide technical support and setup during special events such as conferences.
• Provide onsite technical assistance to authorized users.
• Support Teams meeting rooms with technical troubleshooting.
• Troubleshoot Desktops, Laptops, Windows operating systems, and hardware issues.
• Apply Dell hardware knowledge, basic hardware understanding (Server, Network Devices, Firewall, Cabling), and troubleshoot network issues.
• Demonstrate excellent listening skills and communicate effectively in English.
• Travel to nearby customer locations when necessary.
• Coordinate with offshore teams and third-party vendors for break-fix support.
• Work flexible on-call support for critical issues during weekends or after business hours.
• Participate in weekly/monthly customer meetings and provide activity reports.
• Work in a brewery (production) environment while wearing personal protective equipment (PPE).

Requirements

• Minimum of 4-6 years of experience.

Skills

• Good understanding of incident and request ticket handling.
• Experience with ServiceNow or similar ticketing tools.