Job Description: Level 1 IT Support Engineer
Department: IT Services & Support
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Role Summary
The Level 1 IT Support Engineer is responsible for providing first level technical support for laptops, desktops, operating systems (Windows, Linux, macOS), and common IT services. This role focuses on diagnosing and resolving basic technical issues, ensuring smooth user operations, and escalating complex problems as needed.
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Key Responsibilities
1. End User Device Support
• Provide L1 support for laptops and desktops across Windows, Linux, and macOS platforms.
• Perform OS-level troubleshooting, including login issues, system slowness, system updates, and configuration support.
• Install, update, and verify Encryption solutions (e.g., BitLocker)
• Perform Antivirus installation & updates.
• Assist with device imaging, re imaging, and configuration according to IT standards.
• Troubleshoot hardware components: RAM, HDD/SSD, keyboard, battery, display, ports, and peripherals.
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2. Software & Application Support
• Provide basic support for enterprise applications including:
o Microsoft Teams
o Office 365, Outlook , Email & VPN Clients
o Web Browsers & Office Productivity Tools
• Assist users with application installation, configuration, and sign-in issues.
• Support troubleshooting of email delivery, sync, and configuration problems.
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3. Network & Connectivity Support
• Troubleshoot LAN/WAN connectivity issues, including wired and wireless networks.
• Resolve internet connectivity issues, IP conflicts, DNS issues, and limited network access.
• Support users facing issues with network printers and shared resources.
• Log and escalate unresolved network faults to Level 2/Network Team.
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4. Ticketing & Service Request Management
• Log, update, and track incidents and service requests in the IT ticketing system.
• Assign priorities and ensure timely resolution in alignment with SLA.
• Escalate complex issues to L2/L3 teams or OEM, when necessary.
• Maintain clear documentation of troubleshooting steps and resolutions.
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5. Security & Compliance
• Ensure compliance with organization’s IT security policies.
• Validate that all systems have updated antivirus definitions, OS patches, and encryption enabled.
• Report any security incidents or suspicious activity to the IT Security Team.
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6. Customer Service
• Provide prompt, courteous, and effective support to employees.
• Communicate resolutions clearly and professionally.
• Maintain a strong customer-first mindset in all interactions.
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Required Skills & Qualifications
Technical Skills
• Basic knowledge of Windows, Linux, and macOS operating systems.
• Understanding of network basics (LAN/WAN, IP, DNS, DHCP).
• Hands-on experience with antivirus tools, encryption, and OS troubleshooting.
• Understanding of Microsoft Teams, Outlook, and Office 365 basics.
• Familiarity with laptop/desktop hardware diagnostics.
• Basic knowledge of ticketing tools.
Soft Skills
• Strong communication and customer service skills.
• Ability to follow standard operating procedures (SOPs).
• Analytical and problem-solving mindset.
• Ability to work under supervision and escalate issues appropriately.
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Education & Experience
• Graduate in Computer Science, IT, or related field.
• 0–2 years of experience in IT helpdesk or technical support (freshers with strong technical skills may apply).
• Relevant certifications (optional but beneficial):
o CompTIA A+
o ITIL Foundation
o Microsoft 365 Certified Fundamentals
o Linux Essentials
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Key Attributes
• Good learner, adaptable, and eager to grow.
• Strong sense of responsibility and ownership.
• Ability to handle multiple tasks with attention to detail.
