About ProcDNA
ProcDNA is a global rocket ship in life sciences consulting. We fuse design thinking with cutting-edge tech to create game-changing Commercial Analytics and Technology solutions for our clients. We're a passionate team of 350+ across 8 offices, all growing and learning together since our launch during the pandemic. Here, you won't be stuck in a cubicle - you'll be out in the open water, shaping the future with brilliant minds. Ready to join our epic growth journey
Role Summary
ProcDNA is looking for a customer-focused and proactive IT Support Engineer (L1) to provide first-level technical support to employees across the organization. The role focuses on end-user support, issue triaging, basic troubleshooting, and service request fulfillment, ensuring timely resolution and high user satisfaction.
The L1 Support Engineer acts as the first point of contact for IT-related issues and plays a critical role in maintaining smooth day-to-day IT operations by resolving common issues and escalating complex problems to L2/L3 teams.
Key Responsibilities
End-User & Desktop Support
- Serve as the first point of contact for IT support requests via ticketing system, email, or chat.
- Troubleshoot and resolve common issues related to desktops, laptops, printers, peripherals, and mobile devices.
- Assist users with installation, configuration, and basic troubleshooting of operating systems and standard applications.
- Provide support for email, VPN, collaboration tools, and enterprise applications.
Account & Access Support
- Perform basic user account management tasks, including password resets, account unlocks, and standard access requests.
- Support Active Directory / Entra ID user management activities under defined procedures.
- Assist with new hire onboarding and employee offboarding tasks as per IT checklists.
Ticket Management & Escalation
- Log, track, update, and resolve tickets using the ITSM/ticketing system (ServiceNow, Freshservice, Jira, etc.).
- Ensure tickets are categorized, prioritized, and documented accurately.
- Escalate unresolved or complex issues to L2/L3 teams following defined escalation procedures.
- Follow up with users to ensure timely resolution and closure of tickets.
Hardware Setup & Support
- Assist in deployment, setup, and handover of IT equipment such as laptops, desktops, monitors, and accessories.
- Support basic hardware diagnostics and coordinate repairs or replacements as required.
- Maintain basic asset tagging and handover documentation.
Remote & Onsite Support
- Provide remote support using approved tools (RDP, TeamViewer, AnyDesk, etc.).
- Offer onsite support when required for office-based users and IT setup activities.
Documentation & Service Quality
- Maintain clear and accurate ticket notes and resolution details.
- Follow standard operating procedures (SOPs) and IT policies.
- Contribute to knowledge base articles for common issues and FAQs.
- Ensure high levels of customer satisfaction through timely communication and resolution.
Required Technical Skills
- Basic troubleshooting skills across hardware, software, and networking.
- Working knowledge of Windows OS; familiarity with macOS is a plus.
- Experience supporting Microsoft Office / Microsoft 365 applications.
- Basic understanding of Active Directory / Entra ID user management.
- Familiarity with ticketing systems (ServiceNow, Jira, Freshservice, Zendesk, etc.).
- Experience with remote support tools.
- Basic understanding of networking concepts such as IP addressing, DNS, LAN/WAN, and Wi-Fi.
Qualifications & Experience
- 1.5 3 years of experience in IT Helpdesk, L1 Support, or End-User Support roles.
- Hands-on experience supporting end-user devices and peripherals.
- Ability to manage multiple tickets in a fast-paced environment.
- Willingness to work in rotational shifts if required.
Communication & Interpersonal Skills
- Strong verbal and written communication skills.
- Customer-centric mindset with patience and empathy.
- Ability to explain technical concepts clearly to non-technical users.
- Good problem-solving and logical thinking skills.
- Team player with the ability to collaborate effectively with IT and business teams.
Preferred (Nice To Have)
- Exposure to ITIL-based service management.
- Basic knowledge of endpoint security or antivirus tools.
- Experience supporting remote or distributed teams.
Skills: microsoft 360,hardware,communication,ticketing
