L1 Desktop Support Engineer

Astek; Jeddah; On-site; SAR 67,000 - 134,000; Full time

Job summary

Astek is seeking an L1 Desktop Support Engineer in Jeddah to deliver first-line technical support for desktops, laptops, printers, and basic infrastructure. The role covers hardware, software, and user assistance across a global user base.

You will resolve issues related to Windows 10/11, Microsoft 365 apps, and basic network services, log incidents in the ITSM system, and collaborate with L2/L3 teams as needed. Shifts may be required.

Qualifications

• 2–5 years of desktop support, service desk, or IT support.
• Bachelor’s degree or diploma in Computer Science, IT, or related discipline.
• Strong knowledge of Windows 10/11 and MS 365 apps.
• Basic knowledge of Active Directory, DNS, DHCP, VPN, and printer troubleshooting.
• Experience with ITSM tools; knowledge of BMC Helix preferred.
• Excellent communication and customer service abilities; ability to support a global user base.
• Shift work may be required.
• Relevant certifications are an advantage.

Responsibilities

• Provide first-line support for desktops, laptops, printers, and peripheral devices.
• Troubleshoot basic hardware, software, OS, network, VPN, and printer issues.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Assist with password resets, account unlocks, and user access issues.
• Provide remote support using approved remote assistance tools.
• Log, track, update, and resolve incidents and service requests in the ITSM tool.
• Monitor ticket queues and ensure SLA compliance.
• Escalate complex or unresolved issues to L2/L3 support teams.
• Assist with desktop deployment, refresh, and replacement activities.
• Maintain asset inventory and device records.
• Support onboarding and offboarding, including access provisioning.

Skills

Windows 10/11

Microsoft 365

Remote support

Customer service

Education

Bachelor’s degree or diploma in Computer Science/IT

Tools

ITSM tools (BMC Helix)

Job description

For one of our clients, we are looking for an L1 Desktop Support Engineer to provide first-level technical support to end users across hardware, software, and basic infrastructure-related issues.

Key Responsibilities

• Provide first-line support for desktops, laptops, printers, and peripheral devices.
• Troubleshoot basic hardware, software, operating system, network, Wi‑Fi, VPN, and printer issues.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Assist with password resets, account unlocks, and user access‑related issues.
• Provide remote support using approved remote assistance tools.
• Log, track, update, and resolve incidents and service requests through the ITSM tool.
• Monitor ticket queues and ensure compliance with SLA targets.
• Escalate complex or unresolved issues to L2/L3 support teams.
• Assist with laptop and desktop setup, deployment, refresh, and replacement activities.
• Maintain accurate asset inventory and device records.
• Support user onboarding and offboarding activities, including account setup, access provisioning, asset collection, and access removal.
• Perform basic Active Directory activities and coordinate with network, server, and application teams.
• Maintain clear documentation of troubleshooting activities and resolutions.
• Follow ITIL‑based Incident, Request, and Change Management processes.
• Adhere to organizational security, compliance, and IT policies.

Requirements

• 2–5 years of experience in desktop support, service desk, or 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 experience with Microsoft 365, Outlook, Teams, OneDrive, and basic SharePoint support.
• Basic knowledge of Active Directory, DNS, DHCP, TCP/IP, networking, VPN, and printer troubleshooting.
• Experience using ITSM tools; knowledge of BMC Helix is preferred.
• Basic knowledge of macOS is an advantage.
• Strong troubleshooting and problem‑solving skills.
• Excellent communication and customer service abilities.
• Ability to work collaboratively and support a global user base.
• Willingness to work in shifts and follow shift schedules.
• Relevant technical certifications are an advantage.

Preferred Certifications

• ITIL Foundation
• Microsoft Fundamentals: MS-900 or AZ-900