Application Support Engineer
Posted Updated
Description
Job Summary:
We are looking for an L1 IT Support Engineer to provide first-level technical support for end users, troubleshoot hardware/software issues, and ensure timely resolution within defined SLAs.
Key Responsibilities:
- Troubleshoot laptop/desktop hardware issues, peripherals, performance and system-related problems.
- Install, configure and troubleshoot Windows 10/11, drivers, software and security updates.
- Support MS Office, Outlook, browsers, Microsoft Teams and Microsoft 365.
- Troubleshoot VPN, Wi-Fi, LAN, internet, IP and DNS connectivity issues.
- Provide remote and desk-side support to end users.
- Manage incidents and service requests through ITSM/ticketing tools.
- Document troubleshooting steps and resolutions.
- Follow SLA and escalation procedures and coordinate with L2/L3 teams when required.
Required Skills:
- Strong knowledge of Windows 10/11 troubleshooting and installation
- Hardware & desktop troubleshooting
- Microsoft Office / Outlook / Teams / Microsoft 365
- VPN & basic networking
- ITSM / Ticketing tools
- Good communication and problem-solving skills