Technical Support Engineer L1

Job Role: Technical Support Engineer

Overview:
The Technical Support Engineer will be responsible for providing L1/L2 technical support, troubleshooting issues, and ensuring smooth IT operations for clients. The role requires excellent problem-solving skills, customer communication, and the ability to work in a fast-paced managed services environment.

Key Responsibilities:

• Provide remote and onsite technical support for desktops, laptops, servers, and network devices.
• Troubleshoot issues related to hardware, software, OS, applications, printers, and peripherals.
• Handle user incidents and service requests through the ticketing system and ensure timely closure.
• Monitor client systems, servers, and alerts; take necessary actions as per SOPs.
• Perform basic server and network troubleshooting (AD, DNS, DHCP, File Server, VPN, etc.).
• Install, configure, and maintain Windows OS, MS Office, and other business applications.
• Manage user accounts, permissions, and policies in Active Directory and M365.
• Support endpoint security tools, backup solutions, and patch management.
• Escalate issues to L2/L3 teams when required and follow up for timely resolution.
• Document troubleshooting steps, solutions, and maintain knowledge base articles.
• Coordinate effectively with internal teams and maintain strong client communication.
• Participate in rotational shifts, including weekend support.

Required Skills & Qualifications:

• Diploma/Graduate in IT, Computer Science, or equivalent field.
• 1–3 years of experience in IT technical support or helpdesk.
• Strong knowledge of Windows Operating Systems and basic networking concepts.
• Experience with ticketing tools (Connectwise, Halopsa or similar).
• Good understanding of Active Directory, Office 365, and basic server administration.
• Excellent communication and international customer-handling skills.
• Ability to work independently and in a team environment.

Preferred Skills:

• Experience in MSP/Managed Services environment.
• Exposure to cloud services (Azure/M365) will be an added advantage.

Job Type: Full-time

Pay: ₹25,000.00 - ₹60,000.00 per month

Work Location: In person