The L1 IT Support Engineer is responsible for providing first-level IT support to manufacturing and corporate users, ensuring uninterrupted IT services for production operations. The role includes support for desktops, laptops, thin clients, printers, Scanner, network connectivity, and IT infrastructure while maintaining agreed service levels.
Key Responsibilities
End User Support
Provide first-level support for desktops, laptops, monitors and peripheral devices.
Install, configure, and troubleshoot Windows operating systems and Microsoft 365 applications.
Resolve user issues related to email, network drives, Wi-Fi, VPN, printing, and shared resources.
Perform hardware diagnostics and component replacement.
Manufacturing & Shopfloor IT Support
Provide immediate support during production interruptions caused by IT issues.
Network & Infrastructure Support
Perform first-level troubleshooting for LAN, Wi-Fi, network ports, and IP connectivity.
Check switch port status, cable connectivity, and patch panel connections.
Coordinate with L2 Network Engineers for complex network issues.
Report network outages and monitor service restoration.
Server Room Support
Perform daily health checks of server room equipment.
Monitor UPS, environmental alarms, and rack conditions.
Assist with server hardware installation and cabling.
Support basic backup verification and scheduled maintenance activities.
Printer & Peripheral Support
Install and configure office and industrial network printers.
Replace toner, labels, ribbons, and other consumables.
Troubleshoot printer connectivity and printing issues.
Coordinate warranty and vendor support when required.
IT Asset Management
Install and deploy new IT equipment.
Maintain inventory of desktops, laptops, scanners, printers, handheld devices, and accessories.
Update asset management records.
Support asset movement, replacement, and disposal activities.
User Account Administration
Reset passwords and unlock user accounts.
Assign user permissions based on approved requests.
Security & Compliance
Ensure antivirus and endpoint protection are operational.
Follow IT security policies and information security procedures.
Report security incidents, phishing emails, and suspicious activities.
Ensure only authorized devices are connected to the corporate network.
Support IT audit activities and maintain required documentation.
Incident & Service Request Management
Log, update, and close tickets using the IT Service Management tool.
Respond to incidents within defined SLA timelines.
Escalate unresolved issues to L3 teams with complete troubleshooting details.
Maintain accurate documentation of incidents and resolutions.
Preventive Maintenance
Perform scheduled health checks of end-user systems.
Conduct preventive maintenance of desktops, printers, and thin clients.
Verify Windows updates, antivirus status, and hardware health.
Ensure backup power and connectivity are available for critical IT devices.
Provide IT support in 24x7 rotational shifts.
Support planned maintenance and emergency activities during weekends and holidays.
Respond quickly to production-critical IT incidents.
Required Technical Skills
Windows 10/11 Administration
Microsoft 365
Active Directory
Basic TCP/IP, DNS, DHCP, VLAN concepts
LAN & Wi-Fi troubleshooting
Desktop and laptop hardware troubleshooting
Network printer administration
Basic knowledge of VMware environments
ITSM tools
Endpoint security solutions
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹30,000.00 per month
Experience:
- IT support: 2 years (Required)
Work Location: In person
