We are looking for L1 Support Engineer(s) / Technical Support associates - 4 headcounts to support day-to-day IT operations and act as a key point of escalation for technical issues related to user access, business applications, network connectivity, and end-user devices. The role focuses on timely incident resolution, strong user communication, and adherence to defined SLAs to ensure a high standard of service delivery.
Key Responsibilities
- Serve as a primary escalation contact for technical incidents related to user access, applications, networks, and end-user devices.
- Support and manage user permissions, group access, mailbox rights, shared folders, and related access requests.
- Communicate clearly with users, providing regular updates and ensuring resolution until ticket closure.
- Contribute to knowledge base articles, standard operating procedures, and troubleshooting guides.
- Work closely with internal IT teams to ensure smooth handover and resolution of issues.
Technical Skills & Experience
- Entry-level role with willingness ti be a part of growing team.
- Exposure to Service Desk or Technical Support environments (including internships, training, or project-based experience, call-center experience).
- Basic understanding of user access management concepts such as Active Directory, MFA, and permission models.
- Hands-on experience or working knowledge of Windows and/or Mac OS environments.
- Familiarity with enterprise tools and applications such as Outlook, Microsoft 365, VPN clients, and endpoint configurations.
- Willingness to learn, follow troubleshooting processes, and grow in a structured IT support environment.
- This is an on-site role, with rotational shifts.
