L1 Support

3 days ago

Kolkata, West Bengal, India Shyam Metalics And Energy Full time ₹ 3,00,000 - ₹ 4,50,000 per year

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.

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