L1 Support Engineer

About ProcDNA:

ProcDNA is a global consulting firm. We fuse design thinking with cutting-edge technology to create game-changing Commercial Analytics and Technology solutions for our clients. We're a passionate team of 350+ across 8 offices, all growing and learning together since our launch during the pandemic. Here, you won't be stuck in a cubicle - you'll be out in the open water, shaping the future with brilliant minds. At ProcDNA, innovation isn't just encouraged; it's ingrained in our DNA. Ready to join our epic growth journey?

Role & responsibilities:

• Provide Level 1 technical support to end users via in-person, phone, or remote sessions.
• Troubleshoot and resolve issues related to desktops, laptops, printers, and peripheral devices.
• Support installation, configuration, and maintenance of operating systems and standard software applications.
• Handle user account management tasks such as password resets, access requests, and basic Active Directory support.
• Escalate unresolved issues to L2/L3 support teams as per the defined escalation process.
• Maintain accurate records of support requests and resolutions using the internal ticketing system.
• Assist in deploying and setting up new hardware for users (laptops, desktops, monitors, etc.).
• Help users access enterprise applications and troubleshoot login or connectivity issues.
• Ensure timely follow-up and resolution of user issues to maintain a high level of customer satisfaction.

Skills & Qualifications:

• 1.5 to 3 years of experience in IT Helpdesk / L1 Support / End User Support roles.
• Solid understanding of computer hardware, basic networking, and Windows operating systems.
• Hands-on experience with endpoint support, including laptops, desktops, printers, and mobile devices.
• Strong communication and interpersonal skills to assist non-technical users.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
• Familiarity with IT ticketing systems such as ServiceNow, Jira, or Fresh-service.
• Basic knowledge of Active Directory and user account management.