We are seeking a detail-oriented and customer-focused L1 L2 Engineer to provide first-level technical support to end users. The ideal candidate will troubleshoot and resolve hardware, software, and network issues, ensuring the smooth functioning of desktop environments, including support for Apple devices. The candidate should possess excellent communication skills, be proactive, and be willing to implement new technologies. Key Responsibilities Technical Support : Provide first-level support for desktops, laptops, and peripheral devices (e.g., printers, scanners). Respond to user-reported incidents and service requests via phone, email, or ticketing system. Troubleshoot and resolve common hardware, software, and network connectivity issues for both Windows and Apple devices (macOS, iOS). Assist in device enrollment, configuration, and troubleshooting for Apple devices using tools such as Apple Configurator or Mobile Device Management (MDM) solutions. Understand and maintain CRM or ERP software functionalities. System Maintenance : Perform basic installations, configurations, and upgrades for operating systems and applications. Assist in maintaining asset inventory and documentation for IT hardware and software. Conduct routine maintenance checks and updates to ensure systems are operating efficiently. User Assistance : Guide end users on basic IT processes, tools, and best practices, including navigation and troubleshooting of Apple devices. Escalate complex issues to higher-level support teams when necessary. Follow up on resolved issues to ensure user satisfaction. Collaboration and Reporting : Work closely with other IT team members to ensure timely issue resolution. Document troubleshooting steps, resolutions, and other relevant information in the IT knowledge base. Prepare periodic reports on common issues and resolutions for continuous improvement Required Skills & Qualifications Education : Diploma/Degree in Computer Science, IT, or related field. Experience: 5-6 years of experience in IT support or a similar role. Technical Skills : Good knowledge of Windows and macOS operating systems. Understanding of iOS device troubleshooting and configuration. Familiarity with troubleshooting hardware, software, and network issues. Experience with Apple tools and services such as iCloud, AirDrop, and Apple Configurator. Understanding of basic networking concepts (IP addressing, DNS, Wi-Fi). Good knowledge of switches, VLANs, firewalls, routers, access points, servers, CRM, and ERP solutions. Soft Skills : Excellent verbal and written communication skills. Strong problem-solving and multitasking abilities. Proactive and willing to implement new technologies. Ability to work independently and collaboratively in a team. Work Environment : Office-based role with potential remote support responsibilities May require occasional travel to other office locations or client sites Flexible to work in shifts or during weekends/holidays, if needed. What We Offer : Competitive salary and benefits package Training and development opportunities for career advancement A supportive work environment focused on collaboration and innovation
