Job Title

L1 Support Engineer

Experience

Fresher or 13 Years

Location : Bangalore

Onsite

Shift

Day Shift / Rotational Shifts (24x7 support environment)

Role Overview

We are looking for an L1 Support Engineer who will be the first point of contact for IT?related issues. The role involves handling basic technical support, user queries, and incident logging while ensuring timely resolution or escalation as per SLA.

This position is ideal for fresh graduates or early?career IT professionals who want to build a strong foundation in Windows, Active Directory, and IT support operations.

Key Responsibilities

Service Desk & User Support

Act as the first level of support (L1) for end users.
Handle incoming support requests via:
Ticketing system
Email
Phone or chat
Log, track, and update incidents and service requests accurately.

Desktop & End?User Support

Provide basic troubleshooting for:
Windows OS issues
Login and password reset problems
Outlook / email access issues
Printer and peripheral issues
Assist users with:
Software installation and configuration
Basic application support

Windows & Active Directory (Basic Level)

Perform basic Active Directory tasks, such as:
User account creation, modification, and disablement
Password resets and account unlocks
Provide basic support for:
Domain login issues
Network drive mapping
Escalate complex AD issues to L2/L3 teams.

Incident & Escalation Management

Resolve known issues using SOPs and knowledge base articles.
Escalate unresolved or complex issues to L2/L3 support with proper details.
Follow SLA guidelines for response and resolution times.
Perform basic troubleshooting before escalation.

Documentation & Reporting

Update tickets with:
Clear issue descriptions
Troubleshooting steps performed
Resolution or escalation notes
Follow shift handover procedures and document pending tasks.

Technical Skills Required

Mandatory Skills

Basic knowledge of Windows 10 / Windows 11
Basic understanding of computer hardware and peripherals
Familiarity with Active Directory (user management basics)
Basic networking knowledge (IP address, ping, connectivity checks)
Understanding of IT service desk or ticketing tools (any)

Good to Have (Not Mandatory)

Basic knowledge of:
Windows Server
Microsoft 365 (Outlook, Teams, OneDrive)
Exposure to ITIL concepts (Incident, Service Request)
Internship or helpdesk experience

Qualifications

Diploma / Bachelor's degree in:
Computer Science
Information Technology
Electronics or related field
Freshers with strong interest in IT support are welcome.

Soft Skills

Good communication skills (verbal & written)
Willingness to learn and grow
Customer?focused attitude
Ability to work in shifts and under guidance
Team player with positive attitude

Career Growth

Clear growth path to L2 Support Engineer
Hands?on exposure to:
Windows Server
Active Directory
Enterprise IT environments
Training and mentoring support

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