Job Description

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.