L1 IT Support Engineer

About the Role :

We are looking for a customer-focused and technically proficient IT Support Engineer (L1) with 1- 2 years of experience to join our IT Support team. The ideal candidate should have hands-on experience in desktop support, hardware and software troubleshooting, Microsoft 365 administration, Windows operating systems, and basic networking.

The candidate will be responsible for providing first-level technical support, resolving user issues, managing support tickets, configuring end-user devices, and ensuring timely resolution of incidents while delivering excellent customer service.

Key Responsibilities :

End-User Support :

- Diagnose and resolve hardware, software, operating system, and application-related issues.

- Install, configure, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices.

- Assist users with Microsoft Office applications and Windows operating systems.

- Perform system health checks and preventive maintenance.

Microsoft 365 Administration :

- Create, modify, and manage Microsoft 365 user accounts and licenses.

- Support Microsoft 365 services including :

1. Exchange Online

2. Microsoft Teams

3. OneDrive for Business

4. SharePoint Online (Basic)

- Perform password resets and mailbox troubleshooting.

- Manage shared mailboxes, distribution groups, and Microsoft 365 groups.

- Support Microsoft Outlook configuration and synchronization issues.

Windows Administration :

- Install, configure, and troubleshoot Windows 10 and Windows 11.

- Join devices to Active Directory or Microsoft Entra ID.

- Configure user profiles and local security settings.

- Perform operating system updates and driver installations.

- Troubleshoot boot, performance, and application issues.

Helpdesk & Ticket Management :

- Log, prioritize, and resolve incidents using ITSM/Ticketing tools.

- Ensure incidents are resolved within defined SLA timelines.

- Escalate unresolved issues to senior engineers when required.

- Maintain accurate troubleshooting notes and resolution details.

- Create and update knowledge base articles.

Hardware & Software Support :

- Install and configure desktop and laptop hardware.

- Diagnose hardware failures and coordinate warranty replacements.

- Install and update software applications.

- Perform hardware upgrades such as RAM, SSD, and peripheral replacements.

- Support antivirus installation and endpoint protection.

Basic Networking Support :

- Troubleshoot LAN, Wi-Fi, and internet connectivity issues.

- Verify IP configuration, DNS, DHCP, and default gateway settings.

- Configure basic TCP/IP settings.

- Assist with printer and network drive connectivity.

- Escalate advanced network issues to the Network Team.

User Administration :

- Create and manage Active Directory user accounts.

- Reset passwords and unlock user accounts.

- Manage user permissions and group memberships.

- Assist with onboarding and offboarding activities.

Skills

Technical Support, Troubleshooting, Office 365, Windows Administration, Entra ID, Active Directory, Ticketing System, ITSM, Hardware Support, DNS