Desktop Engineer L1 (Onsite Support)

About the role

The Desktop Engineer L1 provides second‑line, on‑site support at customer locations. Working closely with subject‑matter experts, the engineer delivers hands‑on assistance, installs and upgrades hardware and software, and ensures service levels and customer satisfaction are met.

Key responsibilities

• Install, upgrade, support and troubleshoot Windows, macOS and authorized desktop applications.
• Configure and maintain desktop hardware, laptops, printers, mobile devices, video‑conferencing equipment and other peripherals.
• Perform preventative maintenance, driver updates, PC tuning, re‑imaging, BitLocker encryption and antivirus management.
• Execute MSI‑based software deployments and support tools such as Google Workspace, Okta, VPN, Dialpad and Adobe applications.
• Provide on‑site “smart hand” support to customers and OEM experts for network and compute incidents.
• Take ownership of tickets, perform root‑cause analysis, apply temporary or permanent fixes, and escalate when necessary.
• Document incidents and resolutions in the IT service‑desk system and create user‑facing support documentation.
• Attend training to stay current with technology and contribute to reporting as required.

Required profile

• Physical presence on customer sites with the ability to deliver high‑quality, courteous service.
• Strong verbal communication skills for interaction with technical and non‑technical stakeholders.
• Motivated team player capable of managing changing priorities.
• Willingness to continuously learn and attend training sessions.

Required skills

• Windows operating system
• macOS operating system
• Desktop hardware (PCs, laptops, printers, mobile devices, video‑conferencing equipment)
• MSI software deployment
• Driver updates and PC tuning
• System re‑imaging
• BitLocker encryption
• Antivirus solutions
• Google Workspace
• Okta
• VPN configuration
• Dialpad
• Adobe applications
• Microsoft Office suite