Technical Support Engineer
3 days ago
The L1 Technical Support Engineer serves as the first point of contact for end users, responsible for diagnosing & resolving basic hardware, software, & network issues, ensuring timely support & escalation of unresolved cases to higher-level teams.
Key Responsibilities:
- Assist in the setup, configuration, and maintenance of desktops, laptops, printers, and other IT assets.
- Act as the first line of technical support for users via email, phone, chat, or ticketing system.
- Diagnose and resolve basic technical issues related to hardware, software, network connectivity, and user access.
- Log and track support requests using the ticketing system, ensuring timely closure and proper documentation.
- Escalate complex issues to L2 or specialized teams following the escalation matrix.
- Perform routine system checks and ensure all incidents are handled as per SLA.
- Maintain user account management activities (password resets, access requests, etc.).
- Provide remote assistance and user guidance for common issues and application usage.
- Coordinate with vendors or internal teams for hardware replacements and repairs.
- Prepare and maintain technical documentation, FAQs, and knowledge base articles.
Required Skills & Qualifications:
- Bachelor's degree / Diploma in IT, Computer Science, Electronics, or related field.
- 1–2 years of experience in technical support or IT helpdesk role.
- Basic understanding of Windows, OS and network fundamentals.
- Strong customer service orientation with attention to detail.
Preferred Skills:
- Knowledge of Active Directory, Microsoft 365, and remote desktop tools.
- CCNA or any related certifications
Job Types: Full-time, Permanent
Pay: ₹200, ₹250,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
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