L1 Technical Support Engineer

 Job Summary: We are seeking a Level 1 Technical Support Engineer to provide first-line technical support for IT systems, ensuring smooth operations across hardware, software, and network environments. This role involves incident management, troubleshooting, preventive maintenance, and working in a 24/7 shift-based environment to support end-users effectively. Key Responsibilities: • Receive, log, and categorize incidents using an IT ticketing system (e.g., ServiceNow, Jira, Remedy). • Troubleshoot and resolve Level 1 IT issues or escalate complex problems. • Track and follow up on open tickets to ensure timely resolution. • Document issues, solutions, and resolution steps accurately. • Provide first-level support for Windows-based systems and applications. • Assist users with login/authentication issues (LDAP, Active Directory). • Monitor system performance and escalate potential risks. • Diagnose and troubleshoot system and network problems, software faults, or hardware complications. • Diagnose and solve hardware or software faults, including account setup and network configuration. • Perform software installations, configurations, and troubleshooting. • Support driver and firmware updates when needed. • Install and configure computer systems and applications. • Maintain and update IT asset inventory records. • Assist in hardware replacements and stock management. • Conduct routine checks on IT infrastructure. • Support system updates, patches, and scheduled maintenance. • Assist users with enterprise applications and common software. • Analyze system logs to identify and troubleshoot issues. • Manage user accounts and permissions in domain environments. • Ensure adherence to IT security policies and best practices. • Set up user accounts and profiles on the network. • Work in 24/7 rotational shifts, ensuring continuous IT support. • Collaborate with cross-functional teams and escalate issues when necessary. Required Skills & Qualifications: Technical Skills: • Experience with incident management tools (ServiceNow, Jira, Remedy, etc.). • knowledge of Windows OS, Active Directory, and LDAP. • Familiarity with PC hardware troubleshooting and software configurations. • Experience in analyzing system and application logs. • networking knowledge (IP addressing, DNS, DHCP). • Understanding of preventive and corrective maintenance (PM/CM). • Knowledge of common enterprise applications (Microsoft Office, VPNs, antivirus tools). • Exposure to inventory management tools. • Basic scripting or automation knowledge (PowerShell, Bash) is a plus. Soft Skills: • Strong problem-solving and analytical skills. • Good verbal and written communication. • Ability to work under pressure and manage multiple tasks. • Customer service-oriented with a proactive mindset. • Team player with strong collaboration skills. Qualifications: • Bachelor’s degree in IT, Computer Science (preferred). • 3-5 years of experience in an IT support. • Certifications such as ITIL Foundation, CompTIA A+, or Microsoft certifications are a plus. • Willingness to work in 24/7 shift rotations