About the Role
(Freshers are welcome)
We are looking for a proactive and customer-focused L1 Support Engineer to provide first-level technical support to end-users. The ideal candidate will be responsible for troubleshooting hardware, software, network, and application-related issues while ensuring timely resolution and excellent customer service. The L1 Support Engineer serves as the first point of contact for technical support requests and escalates complex issues to higher support levels when required.
Key Responsibilities
- Provide first-level technical support via phone, email, chat, and ticketing systems.
- Diagnose and troubleshoot hardware, software, operating system, and network-related issues.
- Install, configure, and maintain desktops, laptops, printers, and peripheral devices.
- Log, track, and update incidents and service requests in the ticketing system.
- Escalate unresolved issues to L2/L3 support teams with proper documentation.
- Support Microsoft Windows, MS Office, Outlook, and Office 365 environments.
- Assist users with password resets, account access, and basic security-related requests.
- Monitor system alerts and ensure timely response according to SLA requirements.
- Maintain IT asset inventory and documentation.
- Provide excellent customer service and ensure user satisfaction.
Required Skills
- Basic knowledge of Windows OS, Microsoft Office, and Office 365.
- Understanding of networking fundamentals (LAN, WAN, Wi-Fi, TCP/IP, DNS).
- Knowledge of ticketing tools such as ServiceNow, Jira, Zendesk, or Freshservice.
- Basic hardware and printer troubleshooting skills.
- Strong analytical and problem-solving abilities.
- Good verbal and written communication skills.
- Ability to work in shifts and manage multiple tasks effectively.
Qualifications
- Any degree - Freshers can Also applied
- BCA/B.Sc (IT/CS)/B.Tech/B.E. or equivalent qualification.
- Freshers or candidates with up to 2 years of experience in IT Support, Help Desk, or Desktop Support.
- Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or CCNA are an added advantage.
Preferred Skills
- Experience with Active Directory and user account management.
- Basic knowledge of VPN, Remote Desktop, and cloud-based support environments.
- Familiarity with ITIL processes and SLA management
Pay: From ₹15,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Provident Fund
Work Location: In person
