Desktop Support Engineer (L1 IT Support)

About the role

We are seeking a Desktop Support Engineer to deliver Level‑1 technical assistance for desktops, laptops, printers and basic network issues across our sites in Uganda. The role involves both onsite and remote support, ensuring users receive prompt and effective solutions.

Key responsibilities

• Provide L1 support for desktop, laptop, printer and network‑related incidents.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams and common applications.
• Install, configure and maintain hardware, peripherals and software.
• Perform basic Active Directory tasks such as user account creation, password resets and access support.
• Diagnose and resolve LAN/WAN, Wi‑Fi, TCP/IP, DNS and DHCP issues.
• Support network connectivity, cabling and basic switch/router problems.
• Log, track and resolve tickets using an ITSM tool (e.g., ServiceNow).
• Escalate complex issues to L2/L3 teams and assist with user onboarding and asset management.
• Maintain documentation, troubleshooting records and follow ITIL processes and security policies.

Required profile

• 1–3 years of experience in desktop, IT or network support.
• Entry‑level qualifications with a proven ability to handle L1 incidents.
• Good communication skills and customer‑service orientation.
• Familiarity with ITSM ticketing systems.
• Preferred certifications: CompTIA A+, Network+, CCNA, ITIL Foundation.

Required skills

• Windows 10/11 troubleshooting
• Microsoft 365, Outlook, Teams
• Active Directory user and password management
• Basic networking: TCP/IP, DNS, DHCP, LAN, WAN, Wi‑Fi
• Knowledge of switches and routers
• ITSM tools such as ServiceNow or similar