Job Description – IT Support Engineer (L1)
Company: Techtrix Solutions Pvt. Ltd.
Position: IT Support Engineer – L1
Department: IT Support / Technical Support
Employment Type: Full-Time
Location: Pune
Job Summary
We are looking for a motivated and customer-focused IT Support Engineer – L1 to provide first-level technical support to employees and clients. The candidate will be responsible for diagnosing and resolving basic hardware, software, networking, and application-related issues.
The ideal candidate should have good troubleshooting ability, communication skills, and a willingness to learn new technologies.
Key Responsibilities
Act as the first point of contact for IT-related issues through phone, email, chat, or onsite support.
Troubleshoot desktop, laptop, printer, scanner, and peripheral issues.
Install, configure, and troubleshoot Windows 10/11 operating systems.
Troubleshoot MS Office, Outlook, Teams, browsers, and other applications.
Provide basic support for Microsoft 365.
Troubleshoot basic LAN, Wi-Fi, Internet, DNS, DHCP, TCP/IP, and VPN issues.
Assist users with password resets, account access, and basic user-support requests.
Install and configure approved software and applications.
Provide remote and onsite technical support to users.
Create, update, and close support tickets with proper documentation.
Follow defined SLA and escalation procedures.
Escalate unresolved or complex issues to L2/L3 support teams with complete troubleshooting details.
Maintain IT asset and equipment records.
Assist with employee onboarding/offboarding, including laptop and software setup.
Maintain basic IT documentation, troubleshooting guides, and SOPs.
Follow company IT security policies and procedures.
Required Technical Skills
Basic knowledge of Windows 10/11
Hardware and software troubleshooting
Desktop and laptop troubleshooting
Printer and peripheral troubleshooting
Basic networking concepts:
TCP/IP
DNS
DHCP
LAN/Wi-Fi
VPN
Basic knowledge of Microsoft Office / Microsoft 365
Basic knowledge of Outlook and Teams
Familiarity with remote support tools such as AnyDesk, TeamViewer, or RDP
Basic understanding of IT ticketing/helpdesk systems is an advantage
Basic knowledge of Active Directory is an advantage
Soft Skills
Good verbal and written communication
Strong troubleshooting and problem-solving skills
Good customer-handling skills
Ability to explain technical issues in simple language
Willingness to learn
Good time management and multitasking ability
Professional and positive attitude
Ability to work independently as well as in a team
Education
Diploma / Bachelor's degree in IT, Computer Science, Electronics, or a related field.
Candidates with relevant technical knowledge and certifications may also be considered.
Pay: ₹23,000.00 - ₹25,000.00 per month
Benefits:
Work Location: In person
