Role & responsibilities:

We are looking for a Desktop Support Engineer L1 to provide first-level technical support to end users and ensure smooth functioning of desktops, laptops, applications, and basic network connectivity. The candidate should have good communication skills and hands-on experience with IT support tools and troubleshooting.

Key Responsibilities:

- Provide L1 technical support to users through phone, email, ticketing tools, and in-person support.
- Log, track, update, and resolve incidents and service requests using the IT ticketing tool.
- Troubleshoot issues related to desktops, laptops, printers, peripherals, and basic network connectivity.
- Perform basic administration and troubleshooting of Active Directory, including user accounts, password resets, and access-related issues.
- Provide basic support for Microsoft Office 365 applications.
- Perform basic SCCM activities such as software deployment, system inventory, and troubleshooting.
- Support and troubleshoot BitLocker encryption and related issues.
- Diagnose and resolve basic hardware issues, including desktops, laptops, keyboards, mice, monitors, and other peripherals.
- Troubleshoot basic network issues, including LAN connectivity, Wi-Fi,



IP configuration, and related connectivity problems.
- Escalate unresolved or complex issues to the appropriate L2/L3 teams while maintaining proper ticket documentation.
- Maintain accurate records of incidents, resolutions, and user interactions.
- Follow standard IT support processes, SLAs, and escalation procedures.

Required Skills:

- 1.52.5 years of experience in Desktop Support / IT Helpdesk / Service Desk.
- Good English communication skills, both written and verbal.
- Hands-on experience with IT ticketing tools.
- Basic knowledge of Active Directory.
- Basic knowledge of Microsoft Office 365.
- Basic knowledge of SCCM.
- Working knowledge of BitLocker encryption.
- Basic hardware troubleshooting skills.
- Basic network troubleshooting skills.
- Good problem-solving and customer-service skills.

Preferred Profile:

- ITIL awareness or certification will be an advantage.
- Experience working in a corporate IT support or service desk setting.
- Ability to work independently and follow defined processes and SLAs.
- Strong customer orientation and willingness to learn.

📌 Desktop Support Engineer 1 (Hyderabad)
🏢 Cms IT Services
📍 Hyderabad