Job Description

About the Role

The L1 Service Engineer is the first point of contact for all IT requests and incidents. The role covers logging, triaging, and resolving common issues, fulfilling standard service requests, and escalating to L2 with complete information when an issue is beyond first-line scope.

Key Responsibilities

• Act as the first point of contact for IT support via phone, email, chat, and walk-up, and log every request in the ticketing system.

• Categorize, prioritize, and resolve common incidents within SLA, following documented SOPs and knowledge base articles.

• Escalate unresolved tickets to L2 with clear symptoms, steps already tried, and relevant logs or screenshots.

• Provide basic troubleshooting for Windows/macOS laptops and desktops, printers, peripherals, and common business applications.

• Handle standard M365 requests: password resets, MFA registration help, mailbox and Teams access, and Outlook/OneDrive issues.

• Perform routine account tasks such as user creation, access requests, and group membership changes as per approved workflows.

• Provide first-level checks for network connectivity issues (Wi-Fi, LAN, VPN client, DNS) and report faults to the network team.

• Set up, configure, and hand over laptops, monitors, and accessories for new joiners; collect and process returned assets at exit.

• Keep the asset inventory accurate and updated.

• Report suspicious emails, malware alerts, or security concerns to L2 / the security team immediately.

• Support meeting rooms, video conferencing equipment, and event setups.

• Update ticket status regularly, keep users informed, and confirm resolution before closing.

Required Qualifications

• Diploma or Bachelor's degree in IT, Computer Science, Electronics, or equivalent.

• 0–2 years of experience in IT support or a service desk role (freshers with strong fundamentals may be considered).

• Good working knowledge of Windows, Microsoft Office / M365, and basic troubleshooting of hardware and software.

• Basic understanding of networking (IP addressing, DNS, DHCP, Wi-Fi, VPN).

• Good written and verbal communication in English.

Preferred Qualifications

• Certifications such as CompTIA A+, Microsoft MD-102 / MS-900, ITIL Foundation, or CCNA (entry level).

• Familiarity with ticketing tools (e.g., Jira Service Management, Freshservice, ServiceNow) and remote support tools.

• Basic exposure to Active Directory / Entra ID and Intune.

• Basic Linux familiarity.

Key Competencies

Customer-first attitude, patience and clarity when dealing with non-technical users, willingness to learn, ownership of tickets through to closure, adherence to process and security practices, and readiness to work in shifts where required.