L1 Support Engineer . IT Asset Management . Ticketing

Required Skills

• 1 to 3 years of experience in IT Helpdesk / Desktop Support / IT Support ,Ticketing, Remote & Onsite
• Hands-on experience with Windows 10/11 and macOS.
• Good knowledge of Microsoft 365 / Google Workspace.
• Working knowledge of Active Directory, Azure AD and Exchange/Outlook.
• Good understanding of TCP/IP, DNS, DHCP, VPN and Wi-Fi troubleshooting.
• Experience with remote support tools such as AnyDesk, TeamViewer or MS Quick Assist.
• Experience with ITSM/ticketing tools such as Darwinbox, ServiceNow, Jira or Freshservice.
• Strong hardware troubleshooting skills.
• Basic understanding of IT Asset Management.

Key Responsibilities

• Provide L1 IT support to end users across India through remote and on-site support.
• Troubleshoot Windows 10/11 and macOS, laptops, desktops, printers and peripherals.
• Log, categorize, prioritize and track incidents/service requests using Darwinbox ITSM.
• Resolve issues related to Microsoft 365, Google Workspace, Outlook/Exchange, VPN, Wi-Fi and network connectivity.
• Support video conferencing platforms such as Microsoft Teams, Zoom and Google Meet.
• Manage user onboarding and offboarding, including system setup, account creation, access provisioning and IT asset handover/recovery.
• Handle password resets, mailbox configuration, group access and MFA-related activities.
• Ensure tickets are updated with accurate troubleshooting details, resolution notes and closure information.
• Meet defined SLA, MTTR and First Contact Resolution (FCR) targets.
• Escalate complex issues to L2/L3 teams, OEMs or vendors with proper documentation.
• Manage the IT hardware asset lifecycle, including allocation, tracking, maintenance, warranty and disposal.
• Maintain accurate inventory of laptops, desktops, mobile devices, peripherals and accessories across India locations.
• Coordinate with vendors and local/on-site support teams for hardware repairs and physical interventions.
• Conduct periodic asset audits and maintain appropriate asset documentation.
• Prepare reports relating to ticket volumes, SLA performance, recurring issues and IT assets.
• Follow IT security, data protection and compliance requirements.
• Create and maintain SOPs, knowledge-base articles and user guides.

Candidate Profile

• Bachelor's degree in Computer Science, IT or a related field; diploma holders with relevant experience may also be considered.
• Strong verbal and written communication skills.
• Comfortable providing support to users across multiple locations