IT Help Desk Support Engineer

L1 Technical Support – Job Description Position Details

• Role: L1 Technical Support
• Client: Tata Project
• Payroll: SVN Systech
• Shift: General Shift
• Working Days: 6 Days Working

Job Description

We are looking for an L1 Technical Support Engineer to provide first-level technical assistance to end users and ensure timely resolution of hardware, software, and basic network-related issues.

Key Responsibilities

• Provide L1 technical support via phone, email, and ticketing tools.
• Troubleshoot hardware, software, printer, desktop, laptop, and basic network issues.
• Install, configure, and maintain desktops, laptops, printers, and other IT peripherals.
• Create, update, monitor, and close incident tickets within SLA.
• Support Windows OS, Microsoft Office, and Outlook.
• Perform basic Active Directory tasks, including password resets and user account support.
• Diagnose and resolve technical issues using standard troubleshooting procedures.
• Escalate complex or unresolved issues to L2/L3 or higher support teams when required.
• Maintain proper documentation of incidents, troubleshooting steps, and resolutions.
• Provide excellent customer service and communication to end users.

Required Skills

• Basic to good knowledge of Windows OS and desktop troubleshooting.
• Good understanding of MS Office and Outlook.
• Basic knowledge of Active Directory.
• Basic understanding of networking concepts, including IP, DNS, DHCP, LAN, and connectivity troubleshooting.
• Familiarity with ServiceNow, Jira, or other ITSM ticketing tools.
• Good communication, troubleshooting, and customer service skills.
• Ability to work in a support environment and meet defined SLA requirements.