L1 Support Engineer - Call Support

Job Description

L1 SUPPORT ENGINEER - CALL SUPPORT We are looking for a Voice Support Agent to provide first-line technical assistance to end-users. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and experience in resolving desktop-related issues over phone and remote support tools. Key Responsibilities: Provide technical support to Windows-based desktop and laptop users at an international level via phone, chat, and email Diagnose and resolve hardware, software, and network connectivity issues. Assist users with Windows OS troubleshooting, system performance issues, and application errors. Guide customers through remote troubleshooting steps to resolve technical issues. Support installation, configuration, and updates for Windows OS, Office 365, and other enterprise applications. Maintain detailed records of customer interactions and troubleshooting steps in a ticketing system. Collaborate with IT teams to escalate and resolve complex issues. Educate users on basic troubleshooting techniques and best practices. Ensure timely follow-ups and resolution of customer issues. Required Skills & Qualifications: Experience: 0-2 years of experience in IT support, desktop support, or a helpdesk environment. Technical Skills: Strong knowledge of Windows 10/11 OS troubleshooting. Familiarity with Active Directory, Group Policy, and user account management. Basic knowledge of network troubleshooting (IP configuration, DNS, VPN, Wi-Fi, LAN/WAN, etc.). Experience with remote support tools (e.g., AnyDesk, TeamViewer, Remote Desktop, SCCM, or similar). Understanding of Microsoft Office 365, Outlook troubleshooting, and email configurations. Knowledge of printers, scanners, and other peripheral device support. Soft Skills: Strong verbal and written communication skills. Excellent problem-solving and troubleshooting abilities. Ability to work independently and as part of a team. Customer-focused attitude with a commitment to providing excellent service.