Role Overview
The L1 Support Engineer acts as the first point of contact for users, handling initial technical queries and resolving basic IT issues. This role focuses on providing quick and effective solutions, ensuring smooth user experience, and escalating complex issues to higher support levels when required.
Key Responsibilities
Customer Interaction:
- Respond to user queries via phone, email, and chat
- Provide prompt and professional support to end-users
Troubleshooting & Support
- Resolve basic technical issues such as password resets, account setup, software installation, and printer/network issues
- Perform initial diagnostics and attempt issue resolution using standard procedures
Ticketing & Monitoring
- Log, track, and prioritize incidents using ticketing tools
- Monitor system alerts (CPU usage, disk space, etc.) and take necessary actions
Escalation
- Identify and escalate unresolved or complex issues to L2/L3 support teams
- Ensure proper follow-up until closure
Documentation
- Maintain accurate records of incidents and resolutions
- Document troubleshooting steps and update knowledge base
Required Skills
Technical Skills:
- Basic knowledge of Operating Systems (Windows/Linux)
- Understanding of hardware, networking (LAN/WAN), and common IT tools
Soft Skills
- Strong communication and interpersonal skills
- Problem-solving and analytical thinking
- Customer-focused approach
Experience & Qualification
- 0–2 years of experience in IT Support / Service Desk (Freshers can apply)
- Bachelor's degree in IT, Computer Science, or related field (preferred)
Skills: ticketing,troubleshooting,it
