Job Description

Job Summary:

The L1 Support Engineer is responsible for providing first-level technical support to end-users for a variety of issues. This role involves troubleshooting and resolving technical problems, answering queries, and escalating issues when necessary. The L1 Support Engineer ensures that users receive prompt and efficient service to minimize downtime and maintain productivity.

Key Responsibilities:

Provide Technical Support: Respond to user inquiries and issues via phone or email, ensuring a high level of customer service.

Troubleshooting: Diagnose and resolve hardware, software, and network issues for end-users. This includes desktop and laptop computers, printers, peripherals, and software applications.

Escalation: Escalate complex or unresolved issues to higher-level support teams (L2/L3) or external vendors when necessary.

Documentation: Create and maintain documentation of issue resolutions, processes, and procedures for internal use and for users.

System Monitoring: Monitor system alerts and notifications, and take appropriate action to resolve issues or escalate as needed.

Qualifications:

Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Experience: 1-2 years of experience in a technical support or helpdesk role.

Technical Skills:

Proficiency in Windows and Mac OS environments.

Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

Familiarity with common software applications (Microsoft Office Suite, email clients, etc.).

Experience with ticketing systems (e.g., ServiceNow, JIRA, Zendesk).

Basic hardware troubleshooting skills.

Soft Skills:

Strong communication and interpersonal skills.

Excellent problem-solving abilities and attention to detail.

Ability to work independently and as part of a team.

Strong organizational skills and the ability to manage multiple tasks simultaneously.

Job Types: Full-time, Permanent