Desktop Support Technician L1/L2

Core Responsibilities

Provide first-level support for internally developed software applications.

Receive, triage, and log support requests into the ticketing system.

Troubleshoot software and basic workstation issues before escalation.

Document incidents clearly and accurately with user confirmation.

Write and execute test cases for new or updated features prior to release.

Perform basic QA validation on delivered functionality.

Assist with hardware setup, workstation configuration, and peripheral support.

Coordinate with remote server administrators for infrastructure-level issues.

Maintain internal support documentation and knowledge base entries.

Escalate issues appropriately when beyond Level 1 scope.

Required Technical Skills

Experience with ticketing systems (Jira, Zoho, Zendesk, or similar).

Strong Microsoft Windows desktop troubleshooting skills.

Basic understanding of networking fundamentals (DNS, IP configuration, VPN, shared drives).

Familiarity with Agile environments.

Ability to reproduce issues and communicate technical findings clearly.

Basic understanding of software testing principles.

Nice to Have

Experience supporting internally developed business applications.

Exposure to SQL basics (reading simple queries or validating data).

Basic understanding of web applications (browser tools, caching issues).

Hardware troubleshooting (printers, scanners, workstation setup).

Experience working with remote infrastructure teams.