Desktop Support Engineer – Level 1

About the role

We are seeking a proactive, detail‑oriented Desktop Support Engineer (Level 1) to provide first‑line technical assistance and maintain our IT infrastructure. The role involves handling incidents, managing assets and ensuring smooth operation of hardware, software and network services in a multicultural matrix environment.

Key responsibilities

• Diagnose, troubleshoot and resolve end‑user hardware, operating system and software issues on Windows and macOS platforms.
• Monitor, prioritize and manage the lifecycle of IT support tickets to minimise business disruption.
• Maintain accurate inventories of hardware, software licences and peripheral assets, overseeing deployments and retirements.
• Perform routine maintenance, identify potential system vulnerabilities and address bottlenecks before they impact users.
• Create and update knowledge‑base articles, SOPs and regular incident or performance reports.

Required profile

• Excellent written and verbal communication with strong interpersonal skills.
• Analytical, planning and problem‑solving abilities with keen attention to detail.
• Ability to work independently and collaboratively within diverse, multi‑cultural teams.
• Effective time‑management and organisational skills, capable of multitasking under pressure.
• Fluent in English; additional languages are a plus.

Required skills

• High proficiency with Windows and macOS operating systems.
• Strong knowledge of Microsoft 365 and standard enterprise software.
• Practical experience in network troubleshooting (TCP/IP, DNS, DHCP, VPN).
• Familiarity with video‑conferencing platforms such as Zoom, Microsoft Teams and Cisco Webex.
• Experience with IT asset management, including hardware and software inventory.