Build Your Career with QSAT

Role Overview

QSAT is seeking a suitable candidate for a three-month contract opportunity with its client as an L1 Desktop Support Engineer.

The successful candidate will provide first-line, desk-side IT support, troubleshoot hardware, software and operating system issues, and perform approved on-site hardware support tasks while following customer procedures, hardware warranty requirements and security compliance standards.

The role requires strong customer service, practical troubleshooting skills, accurate ticket handling and the ability to work independently within defined L1 support boundaries.

A. Hardware Support & Troubleshooting

• Install, troubleshoot and perform approved repairs on desktops, laptops, printers and other computer peripherals.
• Support monitors, keyboards, mice, printers, fax machines and scanners.
• Follow hardware warranty procedures and customer security requirements.
• Provide Smart Hands support for peripheral and networking hardware, including routers, switches, firewalls, racks and cabinets.
• Perform physical on-site tasks according to instructions from senior engineers, remote technical teams or predefined procedures.
• Move and handle equipment weighing up to 50 lbs (approximately 22.7 kg), where required by the assignment and applicable workplace safety procedures.

L1 support boundary: The engineer executes assigned physical tasks but is not expected to configure or troubleshoot complex network infrastructure. Such issues must be escalated to L2 or the relevant senior engineering team.

B. Software & Operating System Support

• Follow established procedures to install and troubleshoot desktop applications.
• Provide desk-side support and PC break/fix assistance.
• Perform basic administration and troubleshooting of Windows operating systems.
• Assist with antivirus and anti-spyware software, including installation-related issues.
• Provide basic configuration and troubleshooting support for iOS and Android tablets.
• Assist with software and operating system deployments using established procedures and tools such as Microsoft Configuration Manager (MCM, formerly SCCM), Windows Deployment Services (WDS), or mobile device management (MDM) solutions.
• Support the installation of Microsoft Office, antivirus software and company-specific applications.

L1 support boundary: Enterprise deployment failures and complex software or operating system issues must be escalated to L2 or the relevant technical team.

C. Active Directory & Identity Management

• Assist with routine Active Directory tasks, including password resets, account unlocks and adding users to existing groups where authorized.
• Assist users with access and permissions issues.
• Follow approved identity management procedures and customer security policies.
• Escalate complex account, identity, security or directory-service issues to senior technical teams.

L1 support boundary: Complex Active Directory troubleshooting, security investigations and advanced account management are outside the expected scope of this position.

D. Network & Connectivity Support

• Demonstrate basic knowledge of enterprise LAN and WAN environments.
• Troubleshoot straightforward network connectivity issues.
• Understand the fundamentals of TCP/IP, DNS, DHCP, VPN and Remote Desktop Protocol (RDP).
• Perform basic wireless network troubleshooting.
• Use diagnostic tools such as ping, ipconfig and Wi-Fi analysis utilities.
• Follow approved procedures and escalate complex network, firewall or connectivity issues to L2 engineers.

E. Certifications & IT Service Management

• Basic awareness of ITIL processes, including Incident Management, Change Management, Problem Management and Service Requests.
• Awareness of spare and buffer stock management.
• Willingness to complete customer-specific certification or induction requirements where applicable.
• CompTIA A+ or an equivalent entry-level IT certification is preferred, or may be acquired during employment if agreed for the assignment.

F. Competency Requirements

The candidate should demonstrate:

• Strong written and verbal communication skills.
• Good interpersonal skills when interacting with end users, customers, management and technical teams.
• Ability to manage tasks efficiently and meet deadlines.
• Strong logical reasoning and structured troubleshooting skills.
• Ability to work independently with minimal supervision while following established procedures.
• Ability to support computer networks as directed by senior technicians or service desk teams.
• Proficiency in ticket handling, documentation and adherence to customer requirements.
• A customer-service-oriented approach and awareness of IT security and compliance.

G. Language Requirements

The candidate must demonstrate B2-level proficiency under the Common European Framework of Reference for Languages (CEFR) in both English and the relevant local language for the assignment.

This is to ensure effective communication with end users and stakeholders.

Higher proficiency levels, including mastery or native fluency, may warrant a rate adjustment where applicable to the client assignment.