Job Description

Job Title: L1.5 Field Support Engineer
Location: [Insert Location]
Department: IT Support / End User Support
Job Summary:
We are looking for a skilled End User Support Engineer to provide technical support to users across the organization. The role includes installation, configuration, and troubleshooting of hardware, software, and network-related issues while ensuring minimal disruption to business operations..
Key Responsibilities:

• Provide on-site and remote support for desktops, laptops, printers, and peripherals.
• Troubleshoot operating system and application-related issues (Windows, MS Office, email, etc.).
• Install, configure, and upgrade end-user hardware and software as per IT policies.
• Manage user accounts, access rights, and group policies in Active Directory.
• Support connectivity issues including LAN, Wi-Fi, VPN, and IP telephony.
• Coordinate with vendors for hardware repairs or replacements.
• Log incidents and service requests accurately in the ITSM tool and follow through to resolution.
• Assist with onboarding/offboarding activities (device setup, profile configurations).
• Participate in IT asset inventory, audits, and compliance reporting.
• Maintain documentation, FAQs, and user guides for common issues.

Required Skills and Experience:

• 3-5 years of experience in IT end-user support or desktop support.
• Strong knowledge of Windows 10/11, Microsoft Office Suite, and basic networking.
• Experience with Active Directory, Outlook/Exchange, and remote support tools.
• Familiarity with ITSM/ticketing systems (e.g., ServiceNow, ManageEngine).
• Understanding of IT security, endpoint protection, and patching.

Preferred Qualifications:

• Bachelor's Degree in Information Technology or a related field.
• Certifications such as CompTIA A+, Microsoft MCSA, or ITIL Foundation are a plus.
• Experience supporting mobile devices and collaboration tools (Teams, Zoom, etc.).

Soft Skills:

• Strong communication in English and interpersonal skills.
• Ability to troubleshoot logically and document clearly.
• Customer-focused attitude with a sense of urgency.
• Willingness to travel or support remote locations if needed.

Skills Required