We are seeking a motivated and customer-focused
L1 Support Engineer to join our IT support team. The ideal candidate will provide first-level technical support by troubleshooting hardware, software, and network issues, assisting users with IT-related queries, and escalating complex problems to higher-level teams when necessary. Strong communication skills and a service-oriented mindset are essential for this role.
Responsibilities
- Troubleshoot and resolve issues related to desktops, laptops, printers, and peripheral devices.
- Support installation, configuration, and maintenance of operating systems and standard software applications.
- Handle user account management tasks such as password resets, access requests, and basic Active Directory support.
- Escalate unresolved issues to L2/L3 support teams as per the defined escalation process.
- Maintain accurate records of support requests and resolutions using the internal ticketing system.
- Assist in deploying and setting up new hardware for users (laptops, desktops, monitors, etc.).
- Help users access enterprise applications and troubleshoot login or connectivity issues.
- Ensure timely follow-up and resolution of user issues to maintain a high level of customer satisfaction.
Technical Skills
- Basic troubleshooting skills in hardware, software, and network domains.
- Working knowledge of Windows operating systems; familiarity with macOS or Linux is a plus.
- Experience with common IT tools including MS Office, VPNs, email clients, and antivirus software.
- Familiarity with ticketing systems such as ServiceNow, Zendesk, or Jira.
- Experience with remote support tools (TeamViewer, AnyDesk, RDP).
- Basic understanding of networking concepts including IP addressing, DNS, LAN/WAN, and Wi-Fi.
Qualifications
- 1.5 to 3 years of experience in IT Helpdesk / L1 Support / End User Support roles.
- Solid understanding of computer hardware, basic networking, and Windows operating systems.
- Hands-on experience with endpoint support, including laptops, desktops, printers, and mobile devices.
- Strong communication and interpersonal skills to assist non-technical users.
- Ability to prioritize and manage multiple support requests in a fast-paced environment.
- Familiarity with IT ticketing systems such as ServiceNow, Jira, or Freshservice.
- Basic knowledge of Active Directory and user account management.
Communication & Interpersonal Skills
- Strong verbal and written communication skills.
- Customer-centric approach with patience and empathy.
- Ability to explain technical issues clearly to non-technical users.
- Good problem-solving and logical thinking abilities.
- Team player with the ability to collaborate effectively.
Skills: ticketing tools,technical support,microsoft 365,networking,hardware analysis
