L1 Support Engineer

We are seeking a competent and highly motivated L1 Support Engineer to provide first-line IT support for our users and systems.

The ideal candidate will be the first point of contact for technical issues, troubleshoot routine hardware/software/network problems, document incidents, and escalate more complex issues to higher levels of support.

• Serve as the first point of contact for end-users via phone, email, chat or ticketing system.
• Diagnose and resolve basic technical issues relating to desktops/laptops, software applications, operating systems (e.g., Windows, macOS), network connectivity, printer/peripheral hardware.
• Create, update and manage incident, problem and change tickets in the ITSM/ticketing tool (e.g., ServiceNow, Jira).
• Escalate unresolved or more complex issues to L2/L3 teams, ensuring smooth hand-over with full documentation of troubleshooting steps.
• Assist with user account management, e.g., password resets, access permissions, onboarding/offboarding.
• Monitor system health, alerts and reporting dashboards; identify and report anomalies.
• Maintain and update knowledge base articles, support documentation, SOPs, FAQs.
• Adhere to SLAs (service levels), maintain customer satisfaction, follow defined support processes and ITIL best practices.