L1 Support Engineer

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