First Line Support

Role Overview

As an experienced L1 Support Engineer, you will be the first point of contact for technical support, ensuring the smooth operation of IT systems and services. You will handle a wide range of support tasks, from basic troubleshooting to proactive monitoring, while collaborating with L2 and L3 teams for escalations. You will also leverage AI-powered copilots and automation tools to enhance support efficiency and client satisfaction.

Key Responsibilities

Ticket Management & Client Support

·      Respond to and resolve client tickets using ConnectWise RMM and other support platforms.

·      Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system.

·      Escalate unresolved or complex issues to L2/L3 teams with detailed context and logs.

User Support & Lifecycle Management

·      Assist with onboarding and offboarding processes, including user account setup and deactivation.

.

Microsoft Azure & Entra ID Support

·      Perform basic Azure tasks such as:

·      Managing virtual machines

·      Monitoring storage accounts

·      Supporting Azure Virtual Desktop (AVD) sessions

·      Assisting with user access and permissions in Microsoft Entra ID

Microsoft 365 Support

·      Perform basic tasks such as:

·      Managing users and groups

·      Provisioning of shared mailbox, distribution list

·      Mail flow rules

Windows OS & Desktop Support

·      Troubleshoot Windows login issues, profile corruption, and performance problems.

·      Install and update patches, manage local user accounts, and map network drives.

Network & Connectivity Troubleshooting

·      Perform basic LAN/Wi-Fi troubleshooting, including IP configuration and DNS resolution.

·      Monitor network alerts and escalate critical issues to L2 / L3 engineers.

Infrastructure & System Monitoring

·      Monitor infrastructure health using 24x7 and escalate critical alerts.

·      Perform routine maintenance and basic troubleshooting for:

·      Printers, email, and VoIP systems (e.g., 8x8, Nextiva)

·      Antivirus and EDR platforms (e.g., SentinelOne, CrowdStrike Falcon)

·      Backup systems (e.g., Datto for M365/Google Workspace, MSP360 for servers/desktops)

·      Web hosting platforms (e.g., Kinsta)

Security & Awareness Support

·      Support email security configurations and spam filtering using Proofpoint.

·      Assist in phishing simulations and security awareness training using KnowBe4.

Provide basic support for VMware environments:

·      Monitor virtual machines and report performance issues.

·      Escalate complex virtualization problems to higher-tier teams.

Tools and Platform Awareness

• Cloud Platforms

  : Microsoft Azure, AWS (preferred).

• Productivity Suites:

   Microsoft 365, Google Workspace

• OS & Virtualization:

   Windows Server, Linux (preferred), VMware/Hyper-V.

• Storage

  : SAN, NAS.

• Networking:

   Basic knowledge of TCP/IP, DNS, DHCP, VPN, VLANs, firewalls.

• Email Security:

  Proofpoint.

• EDR:

  Sentinelone / CrowdStrike.

• Automation & AI:

   PowerShell, AI copilots, Power Automate.

• Backup & DR:

   Datto, MSP360, Veeam.

• Monitoring & Management:

   ConnectWise RMM, Site24x7

• Ticketing Tool:

  ConnectWise PSA

• Web Hosting:

  Kinsta

• Phishing Simulation & Training:

  KnowBe4

• VOIP:

  8x8, Nextiva

Soft Skills

• Strong verbal and written communication skills.
• Creative thinking and analytical problem-solving.
• Ability to manage time effectively and prioritize tasks.
• Team-oriented mindset with a proactive attitude.
• Eager to learn and adapt to new technologies and AI tools.

Qualifications

• 3–5 years of experience in IT support or a related field.
• Bachelor’s degree in computer science, Information Technology, or equivalent.
• Relevant certifications (e.g., CompTIA A+/ N+, Microsoft Certified) are a plus.
• Demonstrated experience using AI tools or automation in IT support is highly desirable.