Level 1 (L1) Support Engineer

L1 Support Engineer

Responsibilities

• Troubleshoot and resolve issues related to desktops, laptops, printers, and peripheral devices.
• Support installation, configuration, and maintenance of operating systems and standard software applications.
• Handle user account management tasks such as password resets, access requests, and basic Active Directory support.
• Escalate unresolved issues to L2/L3 support teams as per the defined escalation process.
• Maintain accurate records of support requests and resolutions using the internal ticketing system.
• Assist in deploying and setting up new hardware for users (laptops, desktops, monitors, etc.).
• Help users access enterprise applications and troubleshoot login or connectivity issues.
• Ensure timely follow-up and resolution of user issues to maintain a high level of customer satisfaction.
  

Technical Skills

• Basic troubleshooting skills in hardware, software, and network domains.
• Working knowledge of Windows operating systems; familiarity with macOS or Linux is a plus.
• Experience with common IT tools including MS Office, VPNs, email clients, and antivirus software.
• Familiarity with ticketing systems such as ServiceNow, Zendesk, or Jira.
• Experience with remote support tools (TeamViewer, AnyDesk, RDP).
• Basic understanding of networking concepts including IP addressing, DNS, LAN/WAN, and Wi-Fi.
  

Qualifications

• 1.5 to 3 years of experience in IT Helpdesk / L1 Support / End User Support roles.
• Solid understanding of computer hardware, basic networking, and Windows operating systems.
• Hands-on experience with endpoint support, including laptops, desktops, printers, and mobile devices.
• Strong communication and interpersonal skills to assist non-technical users.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
• Familiarity with IT ticketing systems such as ServiceNow, Jira, or Freshservice.
• Basic knowledge of Active Directory and user account management.
  

Communication & Interpersonal Skills

• Strong verbal and written communication skills.
• Customer-centric approach with patience and empathy.
• Ability to explain technical issues clearly to non-technical users.
• Good problem-solving and logical thinking abilities.
• Team player with the ability to collaborate effectively.