End User L1 Support Engineer

Job Summary

Greetings from Embee Software! Please be informed that we are actively seeking for an End User L1 Support Engineer for our Delhi office. Here, I am enclosing more details about the organization and job role. Kindly go through the details share and let me know if would like to apply for it.

Job Details

• Location: Delhi
• Job Type: Full-Time / 9:30 to 6:30
• Experience Level: 0-2 years
• Reports To: IT Manager

Key Responsibilities

• Act as the first point of contact for end users through phone, email, walk-in, chat, or the ITSM ticketing tool.
• Log, categorize, prioritize, assign, and update incidents and service requests accurately in the ITSM platform.
• Provide basic troubleshooting for laptops, desktops, printers, scanners, audio-video equipment, and common peripheral devices.
• Support basic issues related to Microsoft Windows, Mac OS, mobile devices, and standard business applications.
• Assist users with Microsoft 365 applications such as Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Perform user assistance activities such as password reset, account unlock, basic access support, and multi-factor authentication guidance as per approved process.
• Install and configure approved software, printers, and basic end-user hardware as per standard operating procedures.
• Perform basic network troubleshooting, including Wi-Fi connectivity, LAN connectivity, VPN login support, and internet access checks.
• Provide remote support using approved tools such as TeamViewer, Zoho, or other organization-approved remote support utilities.
• Follow escalation procedures and route unresolved or complex issues to L2, L3, application, network, security, or vendor teams.
• Communicate ticket status, expected timelines, and workaround steps clearly to end users.
• Follow IT policies, information security guidelines, asset handling procedures, and approval workflows.
• Update basic troubleshooting steps, user guidance, and known issue information in the knowledge base when required.
• Support IT asset activities such as device allocation, return coordination, inventory updates, and basic hardware checks.

Required Skills & Qualifications

• 0-2 years of experience in IT helpdesk, service desk, desktop support, or end-user support role.
• Basic troubleshooting knowledge of Windows 10/11, Microsoft Office, Outlook, Teams, browsers, and common business applications.
• Basic understanding of laptops, desktops, printers, scanners, audio-video devices, and peripheral hardware.
• Basic knowledge of Microsoft 365 user support, including email configuration, Teams usage, OneDrive sync, and SharePoint access support.
• Basic understanding of Active Directory or Azure Active Directory activities such as password reset, account unlock, and user access checks.
• Basic networking knowledge, including TCP/IP, Wi-Fi, LAN, VPN, DNS, DHCP, and connectivity troubleshooting.
• Awareness of endpoint security tools such as antivirus, EDR, Zscaler, CrowdStrike, or similar tools.
• Experience or familiarity with ITSM or ticketing tools and service desk processes.
• Good written and verbal communication skills with a customer-service mindset.

Preferred Qualifications

• Diploma, graduate degree, or certification in Computer Hardware, Networking, IT, or related field.
• Relevant certifications such as Microsoft Office 365, basic networking certifications.
• Familiarity with remote support tools, ITSM tools, and endpoint security tools.
• Basic awareness of IT asset management and hardware inventory processes.

Soft Skills

• Strong customer service orientation and professional communication skills.
• Patience and ability to guide non-technical users through basic troubleshooting steps.
• Logical thinker with attention to detail and willingness to follow standard operating procedures.
• Ability to work collaboratively with L2, L3, vendor, and business teams.
• Eagerness to learn, take feedback, and grow within the IT support team.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.