L Desktop Support Engineer

About the Role

Astek is seeking an L1 Desktop Support Engineer to provide first-level technical support to end-users. This is a contract position based in Makkah, covering both Jeddah and Makkah cities, requiring 2-5 years of relevant experience.

Role Overview

The L1 Desktop Support Engineer will be responsible for delivering essential technical assistance across hardware, software, and basic infrastructure issues. This role involves direct support to end-users, ensuring efficient resolution of technical problems and adherence to IT service management processes.

Key Responsibilities

• Provide first-line support for desktops, laptops, printers, and peripheral devices.
• Troubleshoot basic hardware, software, operating system, network, Wi-Fi, VPN, and printer issues.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Assist with password resets, account unlocks, and user access-related issues.
• Provide remote support using approved remote assistance tools.
• Log, track, update, and resolve incidents and service requests through the ITSM tool.
• Monitor ticket queues and ensure compliance with SLA targets.
• Escalate complex or unresolved issues to L2/L3 support teams.
• Assist with laptop and desktop setup, deployment, refresh, and replacement activities.
• Maintain accurate asset inventory and device records.
• Support user onboarding and offboarding activities, including account setup, access provisioning, asset collection, and access removal.
• Perform basic Active Directory activities and coordinate with network, server, and application teams.
• Maintain clear documentation of troubleshooting activities and resolutions.
• Follow ITIL-based Incident, Request, and Change Management processes.
• Adhere to organizational security, compliance, and IT policies.

Qualifications and Requirements

• Experience: 2–5 years in desktop support, service desk, or IT support.
• Education: Bachelor’s degree or diploma in Computer Science, Information Technology, or a related discipline.

• Technical Skills:

  • Strong knowledge of Windows 10 and Windows 11.
  • Hands-on experience with Microsoft 365, Outlook, Teams, OneDrive, and basic SharePoint support.
  • Basic knowledge of Active Directory, DNS, DHCP, TCP/IP, networking, VPN, and printer troubleshooting.
  • Experience using ITSM tools; knowledge of BMC Helix is preferred.
  • Basic knowledge of macOS is an advantage.
• Soft Skills: Strong troubleshooting and problem-solving skills, excellent communication and customer service abilities.
• Work Ethic: Ability to work collaboratively and support a global user base, willingness to work in shifts and follow shift schedules.
• Certifications: Relevant technical certifications are an advantage.

Work Environment

This is a contract role based in Makkah, serving clients in both Jeddah and Makkah. The position requires flexibility to work in shifts to support a diverse user base.

Application Process

Candidates who meet the specified requirements are encouraged to apply.