The Engineer Technical Support L1 will provide first-level technical support to end-users, ensuring efficient resolution of issues related to desktops, hardware upgrades, and remote desktop support. This role requires strong communication skills and a customer-focused approach to deliver high-quality service.
- Provide first-line support for technical issues via phone, email, or in-person.
- Troubleshoot and resolve hardware and software issues for desktops and laptops.
- Assist with hardware upgrades and installations as needed.
- Utilize remote desktop support tools to assist users effectively.
- Document and track issues in the service desk system.
- Collaborate with other team members to improve support processes.
- 1-2 years of experience in a technical support role or similar position.
- Strong understanding of desktop operating systems and hardware components.
- Experience with service desk software and ticketing systems.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Problem-solving skills and attention to detail.
- Ability to prioritize tasks and manage time effectively.
- Customer service orientation and a positive attitude.
- Adaptability to new technologies and processes.
- Achieve a high level of customer satisfaction through effective support.
- Maintain accurate records of support requests and resolutions.
- Meet or exceed response and resolution time targets.
