Job Description

We are looking for an Executive-IT (L1 Support) who will be the first point of contact for all IT-related issues. The role focuses on basic troubleshooting, user support, issue logging, and escalation as per defined processes and SLAs.

The Key responsibilities include:-

1. End-User Support (First-Level)

Act as the first point of contact for all IT-related issues via phone, email, ticketing system, or walk-ins

Provide basic troubleshooting and guidance to users for day-to-day IT issues

2. Hardware Support (Including Printers)

Troubleshoot, install, and support desktops, laptops, monitors, printers (Laser, Inkjet, Network Printers, Barcode Printers), scanners, keyboards, mouse, UPS, and other peripherals

Perform basic checks for printer issues such as Paper Jams, Toner/Ink Replacement/ Printer Offline Errors, Connectivity and Driver issues

Coordinate with vendors for printer AMC, repairs, cartridge/toner replacement, and warranty-related issues

3. Software Support

Install, configure, and support Windows OS, MS Office and standard business applications, Printer drivers and related utilities, Antivirus and endpoint security software.

Resolve basic software-related issues including application errors and update failures

4. Network & Connectivity Support (Basic)

Provide L1 support for LAN, Wi-Fi, VPN connectivity, Network printer connectivity and shared printer access

Escalate complex network or printer server issues to L2/L3 teams

5. User Account & Access Management

Create, modify, and deactivate user accounts as per approved process

Reset passwords and manage application access

Provide assistance with email and system login issues

6. Ticketing, Documentation & Reporting

Log and track all incidents, service requests, and printer-related issues in the ticketing system

Ensure resolution within defined SLA timelines

Maintain documentation for IT assets (including printers), Consumables usage (toner/ink) and Frequent or recurring printer issues

7. Asset & Inventory Management

Maintain inventory records of IT hardware-Printers and printing consumables, Software licenses

Assist in new system and printer setup for new joiners or departments

8. Security & Compliance

Ensure compliance with IT and information security policies

Report any suspected security incidents or device misuse

Support patching and antivirus compliance on endpoints

9. Communication & User Assistance

Provide clear updates to users regarding issue status and resolution

Educate users on proper printer usage to reduce breakdowns and wastage

Support IT onboarding and induction activities

Qualification:

Diploma or Bachelor's Degree in Computer Science, Information Technology, Electronics / Computer Engineering Or any equivalent technical qualification

Relevant IT support certifications (Hardware, Networking, Windows, Printer Support) will be an added advantage

Experience:

0-2 years of experience in IT Helpdesk / Desktop Support / Hardware & Software Support

Freshers with strong basic knowledge of Desktop & laptop hardware, Windows OS and MS Office, Printer installation, troubleshooting, and consumables handling, Basic LAN/Wi-Fi concepts may also be considered

Preferred Exposure (Good to Have):

Hands-on experience in Network and shared printer setup, Ticketing tools (ServiceNow, Freshdesk, Zoho Desk, etc.), Asset management and inventory tracking

Experience working in corporate office, plant, warehouse, or multi-location setup

Job Type: Full-time

Pay: ?20,000.00 - ?25,000.00 per month

Benefits:

Health insurance Provident Fund
Ability to commute/relocate:

Vadodara, Gujarat: Reliably commute or willing to relocate with an employer-provided relocation package (Preferred)
Experience:

IT support: 1 year (Required)
Work Location: In person