Information Technology Support Engineer L1

Job Summary

The L1 IT Support Engineer is responsible for providing first-level technical support to end-users, troubleshooting basic hardware, software, network, and connectivity issues. The role involves handling IT support requests, resolving common technical problems, maintaining IT assets, and escalating complex issues to the L2 team when required.

Key Responsibilities.

End-User Support

• Provide first-level support for desktop, laptop, printer, and software-related issues.
• Install, configure, and troubleshoot Windows OS and standard applications.
• Assist users with login, password reset, and account-related issues.

Network & Connectivity Support

• Troubleshoot basic LAN, WAN, Wi-Fi, and internet connectivity issues.
• Check network cables, IP configurations, and basic network settings.
• Escalate network or firewall-related issues to the L2 team.

Microsoft 365 & User Administration

• Assist with Outlook, Microsoft Teams, email, and Microsoft 365 issues.
• Support basic user account creation, password resets, and access requests.
• Assist users with Google Workspace and cloud file-sharing issues.

IT Infrastructure & Asset Management

• Perform basic troubleshooting of printers, scanners, CCTV, and biometric devices.
• Maintain IT asset records and support hardware deployment.
• Coordinate with vendors for hardware repairs and replacements.

Ticket Management & Documentation

• Log, track, and update support tickets in the ITSM tool.
• Ensure timely resolution of issues within defined SLAs.
• Document troubleshooting steps and escalate unresolved issues to L2.

User Communication & Coordination

• Provide timely updates to users regarding their reported issues.
• Maintain professional communication with employees and vendors.
• Follow IT policies, procedures, and security guidelines.

Core Expectations

• Acknowledge and respond to support tickets within defined SLA timelines.
• Resolve common IT issues at the first level and escalate complex issues appropriately.
• Maintain proper documentation of incidents and IT assets.
• Provide friendly and effective technical support to end-users.
• Ensure minimal downtime through proactive troubleshooting.

Required Skills & Qualifications

Technical Skills:

• Basic knowledge of Windows OS installation, configuration, and troubleshooting.
• Understanding of networking concepts such as TCP/IP, LAN, WAN, DNS, and DHCP.
• Basic knowledge of Active Directory and user account management.
• Familiarity with Microsoft 365, Outlook, and Microsoft Teams.
• Experience in troubleshooting desktops, laptops, printers, and peripherals.
• Basic understanding of ITSM/ticketing tools is an advantage.

Soft Skills:

• Good communication and interpersonal skills.
• Strong troubleshooting and problem-solving abilities.
• Customer-focused attitude and willingness to learn.
• Ability to work independently and as part of a team.