Neebal Technology - L1 Support Engineer

What You'll Do

• Provide First-Level Technical Support : Respond promptly to incoming support requests via phone, email, and our ticketing system.
• You'll be the go-to person for diagnosing and resolving basic hardware and software issues for end-users.
• Troubleshoot and Resolve Issues : Offer support for a variety of operating systems, including Windows, macOS, and mobile platforms, as well as common office applications.
• Guide users through diagnostic processes to identify and resolve problems efficiently.
• Manage Support Tickets : Accurately document all support requests and their resolutions in our ticketing system.
• You'll prioritize and categorize tickets based on their urgency and impact, escalating complex or unresolved issues to L2/L3 support teams when necessary.
• Communicate Effectively : Interact directly with end-users to gather detailed information about technical issues, providing clear, step-by-step assistance.
• Your strong communication skills will ensure users understand the solutions provided, and you'll follow up to confirm resolution and gather feedback.
• Monitor and Maintain Systems : Keep an eye on IT systems and networks for any potential issues, reporting abnormalities to senior support staff.
• You'll also assist with routine maintenance tasks like software updates, virus scans, and system backups, and help set up new hardware, software, and user accounts.
• Contribute to Knowledge Sharing : Maintain accurate and detailed documentation for common technical issues and their solutions.
• You'll play a part in building our knowledge base by documenting frequent problems and fixes, and provide input for process improvements and standard operating procedures.
  

Technical Skills

• Operating Systems : Proficiency in Windows (10/11), macOS, and mobile operating systems (iOS/Android).
• Hardware Troubleshooting : Basic understanding of desktop, laptop, and peripheral hardware components.
• Software Applications : Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), web browsers, and common productivity tools.
• Networking Fundamentals : Basic knowledge of TCP/IP, Wi-Fi connectivity, and network troubleshooting (e.g., ping, ipconfig).
• Ticketing Systems : Familiarity with IT service management (ITSM) tools and ticketing systems (e.g., Jira Service Desk, Zendesk, ServiceNow).
• Remote Support Tools : Experience using remote desktop software for troubleshooting.
• Security Basics : Understanding of antivirus software and basic cybersecurity hygiene