Desktop Support Engineer Level 1

We are looking for a proactive, detailed-oriented IT Support Specialist to deliver exceptional technical support and maintain our IT infrastructure. In this role, you will handle incident management, manage IT assets, and ensure seamless system functionality within a dynamic, multi-cultural matrix environment. You will serve as the primary contact for resolving hardware, software, and network issues while supporting daily operational needs.

Technical Support: Diagnose, troubleshoot, and resolve end-user hardware, operating system, and software issues across Windows and Mac environments.

Incident Management: Monitor, prioritize, and manage the lifecycle of IT support tickets to ensure timely resolution and minimal business disruption.

IT Asset Management: Maintain accurate inventories of hardware, software licenses, and IT peripheral assets, managing deployments and retirements.

Proactive Support: Continuously evaluate IT operations, perform routine maintenance, and identify potential system vulnerabilities or bottlenecks before they escalate.

Documentation & Reporting: Maintain up-to-date knowledge base articles, standard operating procedures (SOPs), and regular incident/performance reports.

Technical Skills

• High proficiency in Windows and Mac operating systems.
• Strong knowledge of Microsoft Office Suite (Microsoft 365) and standard enterprise software.
• Practical experience with network troubleshooting and foundational networking concepts (TCP/IP, DNS, DHCP, VPNs).
• Hands-on familiarity with modern video conferencing platforms (Zoom, Microsoft Teams, Cisco Webex).

Soft Skills

• Excellent written and verbal communication skills with strong interpersonal capabilities.
• Strong analytical, planning, and problem-solving abilities with sharp attention to detail.
• Proven ability to work self-sufficiently as well as collaboratively within a team.
• Exceptional time management and organizational skills, with the ability to handle multi-tasking under pressure.
• Comfortable collaborating across diverse, multi-cultural matrix teams.
• Fluent in oral and written English (corporate standard); proficiency in additional languages is a plus.

Preferred Certifications

• ITIL Foundation
• CompTIA A+
• Microsoft Certified Professional (MCP) or equivalent IT certifications.