IT Support Engineer (Level 1)

Job Summary

We are looking for an L1 IT Support Engineer to provide first-level technical support, handle user issues, and manage IT support tickets.

Key Responsibilities

• Provide first-level IT support to end users via phone, email, or ticketing system.
• Create, update, track, and close tickets using a ticketing tool.
• Troubleshoot basic hardware, software, and Windows OS issues.
• Assist users with password resets, account access, and login issues.
• Support desktops, laptops, printers, Microsoft Office 365, and Outlook.
• Troubleshoot basic network connectivity issues, including LAN and Wi-Fi.
• Escalate unresolved issues to L2 or L3 support teams.
• Follow up on open tickets and ensure timely resolution within SLA.
• Maintain proper documentation of incidents and service requests.

Required Skills

• 1–3 years of experience in L1 IT Support or Service Desk Support.
• Experience working with ticketing tools such as ServiceNow, Jira, or similar platforms.
• Basic knowledge of Windows OS, hardware, and software troubleshooting.
• Familiarity with Microsoft Office 365 and Active Directory.
• Basic understanding of networking concepts such as TCP/IP, LAN, and Wi-Fi.
• Good communication, customer service, and problem-solving skills.