The IT L1 Support Engineer is responsible for providing first-level technical support to end users by diagnosing and resolving hardware, software, network, and system-related issues. The role serves as the initial point of contact for IT incidents and service requests, ensuring timely resolution and escalation of complex issues to higher support tiers when required.

Key Responsibilities

End User Support

• Provide first-line technical support via phone, email, ticketing system, and in-person assistance.
• Troubleshoot and resolve hardware, software, operating system, and network connectivity issues.
• Configure, install, and maintain desktops, laptops, printers, scanners, and peripherals.
• Assist users with Microsoft 365 applications, email, Teams, and collaboration tools.
• Support onboarding and offboarding activities, including user account setup and deactivation.

Incident & Service Request Management

• Log, track, and manage incidents and service requests through the IT Service Management (ITSM) platform.
• Ensure all tickets are updated with accurate troubleshooting steps and resolution details.
• Meet agreed Service Level Agreements (SLAs) for response and resolution times.
• Escalate unresolved or complex issues to L2/L3 support teams.

User Administration

• Create, modify, and disable user accounts in Active Directory and other business applications.
• Manage password resets, account unlocks, and access permissions.
• Maintain user profiles, shared folders, and email groups.

System & Infrastructure Support

• Monitor system alerts and report potential issues proactively.
• Assist with network troubleshooting, including LAN, WAN, Wi-Fi, VPN, and printer connectivity.
• Support software deployment, patch management, and antivirus updates.
• Maintain IT asset inventory and documentation.

Documentation & Knowledge Management

• Document troubleshooting procedures and known solutions.
• Contribute to the IT knowledge base for recurring issues and self-service guides.
• Maintain accurate records of hardware, software licenses, and configurations.

Required Qualifications

Education

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Relevant certifications are preferred:
  • Microsoft Certified Fundamentals
  • CompTIA A+
  • CompTIA Network+
  • ITIL Foundation

Experience

• 1-3 years of experience in IT Help Desk, Service Desk, or Technical Support roles.
• Experience supporting Windows operating systems and Microsoft 365 environment.
• Familiarity with Active Directory and ticket management systems.

Technical Skills

• Windows 10/11 administration and troubleshooting.
• Microsoft 365 administration and user support.
• Active Directory user management.
• TCP/IP networking fundamentals.
• VPN, Wi-Fi, and printer troubleshooting.
• ITSM tools (ServiceNow, Jira Service Management, Freshservice, Zendesk, etc.).
• Basic knowledge of cybersecurity best practices.
• Hardware diagnostics and repair.

Soft Skills

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Problem-solving and analytical thinking.
• Ability to prioritize and handle multiple tasks simultaneously.
• Team player with a proactive attitude.
• Strong documentation and organizational skills.

Key Performance Indicators (KPIs)

• First Call Resolution (FCR) rate.
• Ticket resolution within SLA targets.
• Customer satisfaction score (CSAT).
• Average response and resolution time.
• Number of incidents resolved without escalation.
• Accuracy and completeness of ticket documentation.

Working Conditions

• May require rotational shifts, weekend support, or on-call availability.
• Support for remote and onsite users.
• Travel between office locations may be required, depending on business needs.