Job Title: Desktop Support Engineer – Level 1 Position Summary We are looking for a Desktop Support Engineer (L1) to provide first-level technical support for end users by troubleshooting hardware, software, Microsoft 365, and Windows-related issues. The ideal candidate should possess strong problem-solving skills, excellent communication abilities, and a customer-focused approach while ensuring timely resolution of incidents within defined SLA targets.

Key Responsibilities

- Provide first-level technical support for end-user hardware, software, and operating system issues.
- Diagnose, troubleshoot, and resolve Microsoft 365, Outlook, Teams, and Windows-related incidents.
- Install, configure, and maintain standard business applications and desktop software.
- Support users remotely through phone, chat, or remote desktop tools.
- Create, update, and maintain incident tickets in the ITSM tool while adhering to SLA requirements.
- Escalate complex or unresolved issues to the L2 support team with complete troubleshooting details.
- Maintain accurate documentation of incidents, resolutions, and standard operating procedures.
- Deliver excellent customer service while ensuring minimal business disruption.

Technical Skills Microsoft 365 Support

- Office 365 installation, activation, repair, and uninstallation.
- User sign-in and authentication issues.
- License assignment and activation verification.
- Password reset and Multi-Factor Authentication (MFA) support.
- Office application troubleshooting (Word, Excel, PowerPoint).
- OneDrive synchronization issues.
- Office updates and performance troubleshooting.

Microsoft Outlook

- Outlook installation, profile creation, and configuration.
- Send/Receive errors and mailbox synchronization issues.
- OST/PST file troubleshooting.
- Shared mailbox configuration and access.
- Calendar synchronization.
- Email search, AutoComplete cache,



and signature configuration.
- Outlook performance optimization and troubleshooting.

Microsoft Teams

- Teams login and authentication issues.
- Audio, microphone, and camera troubleshooting.
- Meeting connectivity and screen-sharing support.
- Teams cache clearing and performance optimization.
- Chat, notifications, and file-sharing issues.
- Teams installation and update support.

Software & Application Support

- Software installation, configuration, and removal.
- Application launch failures and crash analysis.
- Software compatibility issues.
- DLL and runtime error troubleshooting.
- Software update failures.
- License activation.
- Adobe Acrobat Reader support.
- Browser troubleshooting (Microsoft Edge & Google Chrome).
- Java installation and configuration.
- VPN client troubleshooting.
- PDF file association issues.

Windows Support

- Windows login and password reset issues.
- Windows Update troubleshooting.
- Basic Blue Screen (BSOD) analysis.
- Disk cleanup and system optimization.
- High CPU and memory utilization troubleshooting.
- Device Manager and driver issues.
- Printer installation and troubleshooting.
- Network connectivity issues (Wi-Fi, LAN, DNS, IP).
- Remote Desktop (RDP) support.

Required Skills /Technical Skills Strong troubleshooting and analytical skills. Excellent verbal and written communication.

Customer-focused approach with solid interpersonal skills.

Ability to prioritize incidents and work effectively under SLA-driven environments.

Basic understanding of ITIL/ITSM processes.

Ability to work independently and collaboratively within a support team.

Qualifications Bachelor's degree or diploma in Computer Science, Information Technology, or a related field.

1–3 years of experience in Desktop Support, Service Desk, or Technical Support.

Experience with Microsoft 365, Windows Operating Systems, Active Directory basics, and remote support tools is preferred.

📌 Desktop Support engineer level -1 (Chunar)
🏢 Gallagher u0026 Mohan
📍 Chunar