Job Title: L1 Technical Support Engineer (8–10 Years Experience)

Job Summary

We are seeking an experienced L1 Technical Support Engineer with 8–10 years of hands-on experience in providing first-level IT support in enterprise environments. The ideal candidate will be responsible for incident logging, troubleshooting, user support, ticket resolution, and escalation management while ensuring high customer satisfaction and SLA adherence.

This role requires strong communication skills, technical troubleshooting expertise, and the ability to work in a fast-paced, service-driven environment.

Key Responsibilities

• Provide Level 1 technical support for hardware, software, and network-related issues

• Monitor and manage incident tickets using ServiceNow/JIRA/Remedy or similar tools

• Troubleshoot Windows OS, Office 365, Outlook, VPN, and Active Directory issues

• Perform password resets, user account management, and access provisioning

• Support desktop, laptop, printers, mobile devices, and peripheral devices

• Follow standard operating procedures (SOPs) and knowledge base documentation

• Escalate unresolved issues to L2/L3 teams as per defined SLA

• Assist with onboarding/offboarding user setup

• Document incidents, resolutions, and troubleshooting steps

• Provide remote support using tools like Teams, Zoom, AnyDesk, or similar

Required Skills

• 8–10 years of experience in IT Helpdesk / Technical Support / Service Desk

• Strong knowledge of Windows 10/11, Microsoft Office 365

• Experience with Active Directory (user/group management)

• Familiarity with ticketing tools (ServiceNow, JIRA, Remedy, etc.)

• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN)

• Knowledge of remote desktop tools

• Strong communication and customer service skills

• Experience working in SLA-driven environments