Engineer Desktop Support / Help Desk

Job Title: P1 Engineer-Desktop Support/ Help desk

Job Purpose:

The P1 Engineer – Desktop Support / Help Desk is responsible for providing advanced first-line technical support and service request fulfillment for end users across supported business applications, systems, and infrastructure services. This role independently diagnoses and resolves technical issues, ensures adherence to service level agreements (SLAs), and serves as an escalation point for junior service desk personnel. The engineer is expected to contribute to process improvements, knowledge management, and overall service excellence while maintaining a high level of customer satisfaction.

Essential Functions:

· Provide advanced Level 1 technical support for hardware, software, operating systems, network connectivity, and business applications.

· Diagnose and resolve incidents and service requests independently while meeting established SLAs.

· Perform detailed troubleshooting and root cause identification for recurring user issues.

· Manage incident ownership from initiation through resolution and closure.

· Escalate complex or unresolved issues to Level 2 support teams with complete troubleshooting documentation.

· Support account administration activities including password resets, access management, and user provisioning/deprovisioning.

· Monitor service desk queues and prioritize incidents based on business impact and urgency.

· Participate in major incident bridge calls and provide user communication updates as required.

· Create, update, and maintain knowledge base articles, SOPs, and troubleshooting documentation.

· Assist in onboarding and mentoring junior service desk associates.

· Identify opportunities for automation, process optimization, and service improvement.

· Ensure compliance with ITIL processes including Incident, Request, Problem, and Change Management.

· Generate and maintain accurate ticket documentation, work notes, and customer communications.

· Collaborate with infrastructure, application, security, and network teams to facilitate issue resolution.

· Contribute to operational reporting and service quality initiatives.

Education & Certifications:

• Diploma/Graduate / Professional degree in computer science, Information Technology, Electronics, or related discipline.
• ITIL Foundations Certification, CCNA preferred.

· Microsoft Fundamentals, Azure Fundamentals, CompTIA A+, Network+, or equivalent certifications preferred.

Experience:

• 3-6 years of experience in technical support, NOC or service desk environment.

Special Knowledge, Skills, and Abilities:Technical Skills

• Strong understanding of Windows operating systems and desktop troubleshooting.
• Knowledge of Microsoft 365, Outlook, Teams, OneDrive, and Office applications.
• Basic understanding of Active Directory, Group Policies, and user account management.
• Understanding of networking fundamentals including DNS, DHCP, VPN, TCP/IP, and Wi-Fi troubleshooting.
• Familiarity with endpoint management and remote support tools.
• Experience using ITSM tools such as ServiceNow.

Professional Skills

• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to handle multiple priorities in a fast-paced environment.
• Strong customer service orientation and stakeholder management skills.
• Ability to work independently with minimal supervision.
• Effective documentation and knowledge-sharing capabilities.
• Ability to mentor and guide junior team members.