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 contract position is based in Jeddah and requires 2-5 years of relevant experience.

Role Overview

The L1 Desktop Support Engineer will be responsible for addressing hardware, software, and basic infrastructure issues. This role involves direct technical assistance and coordination with various IT teams to ensure smooth operations and user satisfaction.

Key Responsibilities

• Provide support for desktops, laptops, printers, peripherals, Microsoft 365 applications, and user account access.
• Troubleshoot hardware, software, operating system, network, Wi-Fi, VPN, and printer issues, offering remote assistance using approved tools.
• Log, track, update, and resolve ITSM incidents and service requests; monitor ticket queues against SLA targets and escalate complex issues to L2/L3 support.
• Set up, deploy, refresh, and replace devices; maintain asset inventory and support onboarding and offboarding access and equipment tasks.
• Perform basic Active Directory activities and coordinate with network, server, and application teams.
• Document troubleshooting steps and resolutions, adhere to ITIL Incident, Request, and Change Management processes, and comply with security and IT policies.

Qualifications and Requirements

• 2–5 years of experience in desktop support, service desk, or general IT support.
• Bachelor’s degree or diploma in Computer Science, Information Technology, or a related discipline.
• Strong knowledge of Windows 10 and Windows 11; hands-on support experience with Microsoft 365, Outlook, Teams, OneDrive, and basic SharePoint.
• Basic knowledge of Active Directory, DNS, DHCP, TCP/IP, networking, VPN, and printer troubleshooting.
• Experience with ITSM tools is required; BMC Helix is preferred.
• Basic macOS knowledge is considered an advantage.

Required Skills

• Strong troubleshooting and problem-solving abilities.
• Effective communication, customer service, and collaboration skills.
• Ability to support a global user base.

Work Environment

This role requires a willingness to work scheduled shifts to support operational needs.