Level 1 (L1) Support Engineer

We are seeking a motivated and customer-focused L1 Support Engineer to join our IT support team. The ideal candidate will provide first-level technical support by troubleshooting hardware, software, and network issues, assisting users with IT-related queries, and escalating complex problems to higher-level teams when necessary. Strong communication skills and a service-oriented mindset are essential for this role.

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

Qualifications

Communication & Interpersonal Skills

Skills : ticketing tools,technical support,microsoft 365,networking,hardware analysis

Skills Required

Familiarity with macOS or Linux, Basic knowledge of Active Directory and user account management, Working knowledge of Windows operating systems