L1 Support Engineer

6 days ago

Kolkata, West Bengal, India RT Network Solutions Pvt. Ltd. Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Role: L1 Support Engineer

Location: Dubai

Project Duration: 12 months

Job Summary:

We are seeking a Level 1 Technical Support Engineer to provide first-line technical support for IT systems, ensuring smooth operations across hardware, software, and network environments. This role involves incident management, troubleshooting, preventive maintenance, and working in a 24/7 shift-based environment to support end-users effectively.

Key Responsibilities:


• Receive, log, and categorize incidents using an IT ticketing system (e.g., ServiceNow, Jira, Remedy).


• Troubleshoot and resolve Level 1 IT issues or escalate complex problems.


• Track and follow up on open tickets to ensure timely resolution.


• Document issues, solutions, and resolution steps accurately.


• Provide first-level support for Windows-based systems and applications.


• Assist users with login/authentication issues (LDAP, Active Directory).


• Monitor system performance and escalate potential risks.


• Diagnose and troubleshoot system and network problems, software faults, or hardware complications.


• Diagnose and solve hardware or software faults, including account setup and network configuration.


• Perform software installations, configurations, and troubleshooting.


• Support driver and firmware updates when needed.
• Install and configure computer systems and applications.


• Maintain and update IT asset inventory records.


• Assist in hardware replacements and stock management.


• Conduct routine checks on IT infrastructure.


• Support system updates, patches, and scheduled maintenance.


• Assist users with enterprise applications and common software.


• Analyse system logs to identify and troubleshoot issues.


• Manage user accounts and permissions in domain environments.


• Ensure adherence to IT security policies and best practices.


• Set up user accounts and profiles on the network.


• Work in 24/7 rotational shifts, ensuring continuous IT support.


• Collaborate with cross-functional teams and escalate issues when necessary.

Required Skills & Qualifications:

Technical Skills:


• Experience with incident management tools (ServiceNow, Jira, Remedy, etc.).


• knowledge of Windows OS, Active Directory, and LDAP.


• Familiarity with PC hardware troubleshooting and software configurations.


• Experience in analysing system and application logs.


• networking knowledge (IP addressing, DNS, DHCP).


• Understanding of preventive and corrective maintenance (PM/CM).


• Knowledge of common enterprise applications (Microsoft Office, VPNs, antivirus tools).


• Exposure to inventory management tools.


• Basic scripting or automation knowledge (PowerShell, Bash) is a plus.

Soft Skills:

* Strong problem-solving and analytical skills.

* Good verbal and written communication.

* Ability to work under pressure and manage multiple tasks.

* Customer service-oriented with a proactive mindset.

* Team player with strong collaboration skills. Qualifications:

* Bachelor's degree in IT, Computer Science (preferred).

* 3-5 years of experience in an IT support.

* Certifications such as ITIL Foundation, CompTIA A+, or Microsoft certifications are a plus.

* Willingness to work in 24/7 shift rotations.

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