L1 Support - IT Infrastructure

Position Overview

The L1 Support Engineer is responsible for providing first-level technical assistance and support for IT infrastructure within the organisation. This role serves as the initial point of contact for end-users experiencing issues with hardware, software, networks, and other IT services. The ideal candidate should possess basic technical knowledge, excellent communication skills, and a customer-centric attitude.

Key Responsibilities

• Respond promptly to user queries and requests received via ticketing system, email, or telephone.
• Troubleshoot and resolve basic hardware and software issues for desktops, laptops, printers, and mobile devices.
• Assist users with password resets, account unlocks, and basic application support.
• Maintaining & operating of Virtual Conferences through multiple VC platforms.
• Escalate unresolved issues to L2/L3 support teams as per defined escalation procedures.
• Document issues, resolutions, and actions taken in the IT service management system.
• Perform routine checks and maintenance of IT equipment as directed.
• Support onboarding activities, including user account setup and device configuration.
• Maintain awareness of IT policies, security guidelines, and compliance requirements.
• Follow up with users to ensure satisfactory resolution of issues.
• Participate in team meetings and training sessions for continuous improvement.
• Helping Admin department regarding IT related points.

Required Skills and Qualifications

• Diploma or Bachelors degree in Computer Science, Information Technology, or related field.
• 0–2 years of experience in IT support or technical helpdesk roles.
• Basic understanding of Windows and/or Linux operating systems.
• Familiarity with common software applications (MS Office, email clients, browsers).
• Knowledge of networking fundamentals (LAN, WAN, Wi-Fi, TCP/IP).
• Strong verbal and written communication skills in English.
• Ability to work in shifts as per business requirements.
• Customer-oriented approach and problem-solving mindset.
• Willingness to learn and adapt to new technologies.

Preferred Skills

• Exposure to ITSM tools (e.g., ServiceNow, Green IT Co., & Manage Engine) is an advantage.
• Basic knowledge of ITIL processes.
• Certifications such as A+, N+ or similar will be considered a plus.

Work Location & Schedule

• Location: Kolkata

Remuneration

Competitive salary as per industry standards for entry-level roles in IT support. Additional benefits as per company policy.