DESKTOP SUPPORT ENGINEERS L

About the Role

Duncan & Ross is seeking a Desktop Support Engineer L1 to join our team in Jeddah. This full-time role serves as the primary point of contact for end-users experiencing technical issues, focusing on providing frontline support for hardware, software, and network-related problems. The objective is to minimize disruption to business operations by ensuring timely and effective technical assistance.

Role Overview

The Desktop Support Engineer L1 is responsible for logging incidents, performing basic troubleshooting, and escalating complex issues to higher support levels as needed. This position requires a proactive approach to technical support and clear communication with users to resolve issues efficiently.

Key Responsibilities

• Log and manage incidents using ticketing tools, prioritizing and categorizing issues based on severity and impact.
• Provide technical support for desktops, laptops, printers, and peripherals.
• Troubleshoot hardware and software issues across Windows, Mac, and Linux operating systems.
• Assist users with application installations and configurations.
• Perform password resets and basic account management tasks.
• Utilize remote tools to diagnose and resolve technical issues, guiding users through step-by-step instructions.
• Identify issues requiring advanced support and escalate them to L2/L3 teams, documenting troubleshooting steps prior to escalation.
• Monitor system performance using designated tools and raise alerts for anomalies.
• Maintain logs of technical issues and their resolutions.
• Provide timely updates to users regarding issue status and communicate planned maintenance or outages professionally.
• Create and maintain technical manuals and support documentation.

Qualifications and Experience

• 0-1 year of experience in a desktop support or similar technical support role.
• Demonstrated ability to troubleshoot hardware and software issues.
• Familiarity with various operating systems including Windows, Mac, and Linux.
• Experience with incident management and ticketing tools is preferred.

Required Skills

• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills for effective user interaction.
• Ability to work independently and as part of a team.
• Attention to detail for accurate logging and documentation of issues.

Work Environment

This is a full-time position based in Jeddah. The role involves both remote and onsite troubleshooting to support end-users effectively.