IT Support Technician

Job Description – IT Support Engineer (L1)

Company: Techtrix Solutions Pvt. Ltd.

Position: IT Support Engineer – L1

Department: IT Support / Technical Support

Employment Type: Full-Time

Location: Pune

Job Summary

We are looking for a motivated and customer-focused IT Support Engineer – L1 to provide first-level technical support to employees and clients. The candidate will be responsible for diagnosing and resolving basic hardware, software, networking, and application-related issues.

The ideal candidate should have good troubleshooting ability, communication skills, and a willingness to learn new technologies.

Key Responsibilities

Act as the first point of contact for IT-related issues through phone, email, chat, or onsite support.

Troubleshoot desktop, laptop, printer, scanner, and peripheral issues.

Install, configure, and troubleshoot Windows 10/11 operating systems.

Troubleshoot MS Office, Outlook, Teams, browsers, and other applications.

Provide basic support for Microsoft 365.

Troubleshoot basic LAN, Wi-Fi, Internet, DNS, DHCP, TCP/IP, and VPN issues.

Assist users with password resets, account access, and basic user-support requests.

Install and configure approved software and applications.

Provide remote and onsite technical support to users.

Create, update, and close support tickets with proper documentation.

Follow defined SLA and escalation procedures.

Escalate unresolved or complex issues to L2/L3 support teams with complete troubleshooting details.

Maintain IT asset and equipment records.

Assist with employee onboarding/offboarding, including laptop and software setup.

Maintain basic IT documentation, troubleshooting guides, and SOPs.

Follow company IT security policies and procedures.

Required Technical Skills

Basic knowledge of Windows 10/11

Hardware and software troubleshooting

Desktop and laptop troubleshooting

Printer and peripheral troubleshooting

Basic networking concepts:

TCP/IP

DNS

DHCP

LAN/Wi-Fi

VPN

Basic knowledge of Microsoft Office / Microsoft 365

Basic knowledge of Outlook and Teams

Familiarity with remote support tools such as AnyDesk, TeamViewer, or RDP

Basic understanding of IT ticketing/helpdesk systems is an advantage

Basic knowledge of Active Directory is an advantage

Soft Skills

Good verbal and written communication

Strong troubleshooting and problem-solving skills

Good customer-handling skills

Ability to explain technical issues in simple language

Willingness to learn

Good time management and multitasking ability

Professional and positive attitude

Ability to work independently as well as in a team

Education

Diploma / Bachelor's degree in IT, Computer Science, Electronics, or a related field.

Candidates with relevant technical knowledge and certifications may also be considered.

Pay: ₹23,000.00 - ₹25,000.00 per month

Benefits:

• Provident Fund

Work Location: In person