We are seeking skilled
L1 Technical Support Engineers to deliver exceptional customer experience through first-call resolution and SLA adherence. Handle hardware/software/network troubleshooting, user account management, vendor coordination, and on-call escalations ensuring high CSAT scores for US enterprise clients.
Key Responsibilities
- Independently resolve tickets within agreed SLAs (First Call Resolution focus)
- On-call escalations with root cause analysis
- Provide L1 support via phone/email/chat/remote desktop
- User account provisioning + Active Directory management
- Vendor coordination for hardware/software resolutions
- Knowledge base updates + fresher training/coaching
- Incident documentation using ITSM tools (ServiceNow/Remedy)
Required Technical Skills
IT Support: Windows 10/11, MS Office 365, Active Directory, Remote Desktop
Networking: TCP/IP, DNS, DHCP, VPN, basic connectivity troubleshooting
Hardware: PC/Laptop diagnostics, peripherals, printers
Tools: ServiceNow/Remedy/Zendesk, TeamViewer, SCCM
Soft Skills:Excellent communication (US accent preferred), customer service
Skills: active directory,remote desktop,troubleshooting,management,servicenow
