Position: L1 IT Support Engineer
Job Summary
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, MES terminals, printers, barcode devices, network connectivity, and IT infrastructure while maintaining agreed service levels.
Key Responsibilities
End User Support
- Provide first-level support for desktops, laptops, thin clients, monitors, IP phones, 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
- Support MES terminals, engineering workstations, and production operator systems.
- Troubleshoot barcode scanners, barcode printers, and label printing issues.
- Support Zebra, Honeywell, and other industrial handheld devices.
- Ensure continuous availability of production IT systems.
- Coordinate with application teams for MES-related issues.
- 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 (ITSM) 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.
Shift Operations
- 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 & MAC Administration
- Microsoft 365
- Active Directory
- Basic TCP/IP, DNS, DHCP, VLAN concepts
- LAN & Wi-Fi troubleshooting
- Desktop and laptop hardware troubleshooting
- Thin Client support
- Network printer administration
- Barcode printers (Zebra/Honeywell)
- Barcode scanners and handheld terminals
- Basic knowledge of VMware environments
- ITSM tools (ManageEngine)
- Endpoint security solutions (Trend Micro, Microsoft Defender, Sentinel One )
Educational Qualification
- Diploma/B.E./B.Tech in Computer Science, Information Technology, Electronics, or a related discipline.
Experience
- 1–3 years of experience in IT Support or Helpdesk.
- Experience in a manufacturing, semiconductor, automotive, electronics, or industrial environment is preferred.
Soft Skills
- Strong troubleshooting and analytical skills.
- Good verbal and written communication.
- Customer-focused approach.
- Ability to work under pressure during production-critical incidents.
- Team player with a positive attitude.
- Ability to prioritize incidents based on business impact.
Key Performance Indicators (KPIs)
- First Call Resolution (FCR)
- SLA Compliance
- Mean Time to Respond (MTTR)
- Mean Time to Resolve (MTTR)
- Production Incident Response Time
- Ticket Closure Rate
- User Satisfaction (CSAT)
- Asset Inventory Accuracy
- Preventive Maintenance Compliance
- Shift Handover Quality
- Zero Critical Production Delays due to L1 Support
Working Conditions
- 24x7 rotational shift support.
- Support across office, production floor, warehouse, and cleanroom areas.
- May require lifting and installation of IT equipment.
- Availability for emergency call-outs during critical production incidents.
Pay: ₹15,000.00 - ₹35,000.00 per month
Work Location: In person
