L1 Engineer

The L1 IT Engineer is responsible for providing first-level technical support to end users, ensuring timely resolution of IT issues related to hardware, software, network connectivity, and standard applications. This role acts as the first point of contact for IT support and plays a critical role in maintaining service quality and user satisfaction.

Key Responsibilities:

• Serve as the first point of contact for users via phone, email, ticketing system, or chat.
• Log, track, prioritize, and manage incidents and service requests in the ITSM tool.
• Provide basic troubleshooting and resolution for:
• Desktop and laptop hardware issues o Operating systems (Windows/macOS)
• Standard o Aice applications (Microsoft 365, Outlook, Teams, OneDrive)
• Printers, scanners, and peripherals
• Network connectivity (LAN, Wi-Fi, VPN)
• Perform user account management tasks such as password resets, account unlocks, and access provisioning/de-provisioning as per SOPs.
• Assist with onboarding and offboarding activities including system setup, asset handover, and access enablement.
• Escalate unresolved or complex issues to L2/L3 teams with proper documentation.
• Follow defined SLAs, processes, and escalation matrices.
• Maintain accurate documentation, knowledge base articles, and standard operating procedures.
• Support IT asset management including inventory tracking and tagging.
• Ensure compliance with IT security policies and data protection guidelines.
• Provide basic support for antivirus, endpoint security, and patching activities.

Required Skills & Competencies

Technical Skills:

• Basic knowledge of Windows OS, Microsoft 365, and common enterprise applications
• Understanding of hardware components and troubleshooting techniques
• Basic networking concepts (IP, DNS, DHCP, VPN)
• Familiarity with ticketing tools (ServiceNow, Zoho Desk, Fresh service, Jira, etc.)
• Basic understanding of Active Directory / Azure AD

Soft Skills:

• Strong communication and interpersonal skills
• Customer-focused attitude with problem-solving mindset
• Ability to work under pressure and manage multiple tickets
• Willingness to work in shifts and provide on-call support if required
• Team player with a learning-oriented approach

Qualifications & Experience

• Bachelor’s degree or diploma in IT, Computer Science, or related field
• 0–2 years of experience in IT support / service desk role
• Relevant certifications (preferred but not mandatory): o CompTIA A+ o Microsoft Fundamentals (MS-900, AZ-900) o ITIL Foundation Working Conditions
• Shift-based support aligned to business time zones
• On-site, hybrid, or remote support depending on business needs
• May require occasional weekend or after-hours support Key Performance Indicators (KPIs)
• First Call Resolution (FCR)
• SLA adherence
• Ticket closure time
• User satisfaction scores
• Quality of documentation and escalations

Working Conditions

• Shift-based support aligned to business time zones
• On-site, hybrid, or remote support depending on business needs
• May require occasional weekend or after-hours support

Key Performance Indicators (KPIs)

• First Call Resolution (FCR)
• SLA adherence
• Ticket closure time
• User satisfaction scores
• Quality of documentation and escalations

Job Types: Full-time, Permanent

Work Location: In person