Experience
Role & responsibilities
- Experience as an L1 Support Engineer or Help Desk Engineer is required
Role & Responsibilities
- Act as the first point of contact for end-customer IT support
- Handle and resolve L1 support tickets through ServiceNow or similar ticketing tools
- Provide support for common issues such as:
- Password resets
- VPN connectivity issues
- Citrix / VDI access issues
- Adding users to applications, Azure DevOps, or Active Directory
- Basic network connectivity issues
- Printer and peripheral issues
- Provide technical support for:
- Windows and Mac OS
- M365 / MS Office applications
- Escalate unresolved issues to L2/L3 teams with proper documentation
- Ensure timely resolution and maintain high customer satisfaction
Technical Skills (Basic to Working Knowledge)
- Active Directory (user management)
- Windows & Mac OS
- Basic Azure knowledge
- Citrix / VDI
- VMware / Virtual Machines
- Networking fundamentals: LAN, WAN, VLAN
- VPN, VOIP
- ServiceNow or similar ticketing tools
- M365 / MS Office
- Printer & basic hardware troubleshooting
Communication Skills
- Excellent command over English (American English preferred)
- Strong verbal and written communication skills
- Ability to clearly understand customer requests and provide effective resolutions
- Comfortable with direct end-customer interaction
Key Attributes
- Smart, quick learner with good problem-solving skills
- Customer-focused and service-oriented mindset
- Ability to work in a fast-paced support environment
