L1 Desk Support Engineer

Job Overview

 

1. IT Support & Ticket Management:

Manage and prioritize IT support tickets based on urgency and impact.

Utilize ticketing tools to log, track, and resolve incidents efficiently.

Troubleshoot VPN connectivity issues, understanding backend processes for secure remote access.

Provide support for Outlook and mail configuration, ensuring seamless email communication.

Assist users in resolving hardware and software issues, including desktops, laptops, and peripherals.

2. Network & System Administration:

Configure and manage Active Directory (AD), handling user authentication, group policies, and permissions.

Perform network printer configuration, including troubleshooting printer connectivity issues.

Understand and manage Domain vs. Workgroup setups based on organizational needs.

Handle cable crimping and network cabling tasks to ensure proper connectivity.

Manage DHCP settings to dynamically assign IP addresses to devices.

3. Hardware & Virtualization Support:

Troubleshoot and differentiate between DDR3, DDR4, and DDR5 memory technologies.

Provide technical insights into various types of printers and their configurations.

Support HVD (Hosted Virtual Desktop) and VDI (Virtual Desktop Infrastructure) environments.

4. Cloud & Licensing Management:

Understand the difference between O365 and M365, assisting in cloud-based collaboration tools.

Manage O365 licenses, ensuring compliance and proper allocation of resources.

Key Skills & Requirements:

 Strong knowledge of ITIL processes for incident and problem management.

 Experience with VPN troubleshooting and backend functionality.

 Proficiency in Outlook and email configuration.

Hands-on experience with Active Directory, DHCP, and domain management.

 Ability to configure and troubleshoot network and local printers.

 Understanding of ticketing tools and their role in IT support operations.

 Expertise in hardware components like RAM types (DDR3, DDR4, DDR5) and device connectivity.

 Handling VIP IT issues

 Knowledge of O365, M365, and licensing management.

 Familiarity with HVD and VDI environments.