remote
Desktop Support Engineer L1 - Total IT Global
Software Engineer
Desktop Support Engineer L1 providing on‑site and remote assistance for Windows and macOS environments, handling hardware, software, and application issues, and managing tickets in a fast‑paced support center.
About the role
Key Responsibilities
- Deliver first‑line desktop support for Windows and macOS workstations, including hardware, software, and application troubleshooting.
- Respond to inbound calls and remote support requests, diagnosing issues and providing timely resolutions.
- Document all support activities and solutions in the ticketing system, ensuring accurate and up‑to‑date records.
- Escalate complex problems to senior engineers or specialized teams while maintaining clear communication.
- Assist with user account management, Active Directory tasks, and basic network connectivity checks.
Requirements
- Experience troubleshooting Windows and macOS desktop environments.
- Proficiency with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.
- Strong communication skills and ability to explain technical issues to non‑technical users.
- Basic understanding of Active Directory, networking, and hardware components.
- Availability to work on Wednesdays and flexible scheduling for on‑site support.