About the Role

Duncan & Ross is seeking a Desktop Support Engineer L1 to join our team in Jeddah. This full-time position is open to Saudi Nationals and is crucial for providing initial technical assistance to end-users. The role focuses on delivering frontline support to ensure minimal disruption to business operations.

Role Purpose

The Desktop L1 Support Engineer serves as the primary point of contact for technical issues related to hardware, software, and network connectivity. Responsibilities include logging incidents, performing fundamental troubleshooting, and escalating complex problems to higher support tiers, all while maintaining clear communication with users.

Key Responsibilities

• Log and manage incidents using ticketing tools, prioritizing and categorizing issues based on severity and impact.
• Provide technical support for desktops, laptops, printers, and peripherals.
• Troubleshoot hardware and software issues across Windows, Mac, and Linux operating systems.
• Assist users with application installations, configurations, password resets, and basic account management.
• Utilize remote tools to diagnose and resolve issues, guiding users through step-by-step instructions.
• Identify issues requiring advanced support and escalate them to L2/L3 teams, documenting troubleshooting steps thoroughly.
• Monitor system performance using appropriate tools and raise alerts for anomalies.
• Maintain comprehensive logs of technical issues and their resolutions.
• Provide timely updates to users regarding issue status and communicate planned maintenance or outages professionally.
• Create and maintain technical manuals and support documentation.

Technical Skills and Experience

• 0-1 years of experience in a desktop support role.
• Proficiency in Windows, Mac, and Linux OS environments.
• Basic networking knowledge, including IP, DNS, and DHCP.
• Familiarity with antivirus and security practices.
• Experience with remote support tools and ticketing systems.

Soft Skills and Education

• Strong communication and interpersonal skills.
• A problem-solving mindset and a customer-oriented approach.
• Ability to multitask and manage time effectively.
• A Bachelor's degree in Computer Science, IT, or a related field is preferred.
• Certifications such as CompTIA A+, ITIL Foundation, or MCDST are considered a plus.

Preferred Qualifications

• 1-2 years of experience in similar desktop support roles.
• Exposure to IT service management practices.
• Familiarity with automation tools or AI-based support systems.