Desktop Support Engineer

L1 Hardware IT Technician :

• Provide first-level printer services, including installation, configuration, connectivity, driver, and basic troubleshooting.

• Provide laptop services, including hardware/software troubleshooting, OS support, configuration, and peripheral setup.

• Provide desktop/CPU system services, including hardware diagnostics, component replacement, OS installation, and software configuration.

• Support mobile device services, including device setup, configuration, troubleshooting, and replacement.

• Perform laptop, desktop/CPU, and mobile asset management.

• Maintain asset tagging, inventory records, device allocation, replacement, and decommissioning.

• Track IT assets throughout their lifecycle from deployment to replacement and disposal.

• Escalate complex hardware, software, and infrastructure issues to L2 support.

L2 Hardware IT Technician:

• Perform advanced printer troubleshooting, including network printers, print servers, drivers, and connectivity issues.

• Perform advanced laptop and desktop/CPU hardware troubleshooting, including component-level diagnosis and replacement.

• Troubleshoot complex OS, driver, firmware, application, and hardware issues.

• Support advanced mobile device troubleshooting, configuration, and replacement.

• Manage laptop, desktop/CPU, and mobile device asset lifecycle.

• Maintain accurate asset inventory, ownership, location, warranty, and lifecycle status.

• Coordinate hardware replacement, warranty services, vendor support, and decommissioning.

• Perform root cause analysis for recurring hardware and device issues.