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 perso

Please refer the Job description for details