IT L1 Support Engineer

The IT L1 Support Engineer is responsible for providing first-level technical support to end users by diagnosing and resolving hardware, software, network, and system-related issues. The role serves as the initial point of contact for IT incidents and service requests, ensuring timely resolution and escalation of complex issues to higher support tiers when required.

• Provide first-line technical support via phone, email, ticketing system, and in-person assistance.
• Troubleshoot and resolve hardware, software, operating system, and network connectivity issues.
• Configure, install, and maintain desktops, laptops, printers, scanners, and peripherals.
• Assist users with Microsoft 365 applications, email, Teams, and collaboration tools.
• Support onboarding and offboarding activities, including user account setup and deactivation.

• Log, track, and manage incidents and service requests through the IT Service Management (ITSM) platform.
• Ensure all tickets are updated with accurate troubleshooting steps and resolution details.
• Meet agreed Service Level Agreements (SLAs) for response and resolution times.
• Escalate unresolved or complex issues to L2/L3 support teams.

• Create, modify, and disable user accounts in Active Directory and other business applications.
• Manage password resets, account unlocks, and access permissions.
• Maintain user profiles, shared folders, and email groups.

• Monitor system alerts and report potential issues proactively.
• Assist with network troubleshooting, including LAN, WAN, Wi-Fi, VPN, and printer connectivity.
• Support software deployment, patch management, and antivirus updates.
• Maintain IT asset inventory and documentation.

• Document troubleshooting procedures and known solutions.
• Contribute to the IT knowledge base for recurring issues and self-service guides.
• Maintain accurate records of hardware, software licenses, and configurations.

• First Call Resolution (FCR) rate.
• Ticket resolution within SLA targets.
• Customer satisfaction score (CSAT).
• Average response and resolution time.
• Number of incidents resolved without escalation.
• Accuracy and completeness of ticket documentation.

• May require rotational shifts, weekend support, or on-call availability.
• Support for remote and onsite users.
• Travel between office locations may be required, depending on business needs.