Level 1

1 week ago

Pune, Maharashtra, India ProcDNA Full time ₹ 50,000 - ₹ 80,000 per year

We are seeking a motivated and customer-focused
L1 Support Engineer
to join our IT support team. The ideal candidate will provide first-level technical support by troubleshooting hardware, software, and network issues, assisting users with IT-related queries, and escalating complex problems to higher-level teams when necessary. Strong communication skills and a service-oriented mindset are essential for this role.

Responsibilities

  • Troubleshoot and resolve issues related to desktops, laptops, printers, and peripheral devices.
  • Support installation, configuration, and maintenance of operating systems and standard software applications.
  • Handle user account management tasks such as password resets, access requests, and basic Active Directory support.
  • Escalate unresolved issues to L2/L3 support teams as per the defined escalation process.
  • Maintain accurate records of support requests and resolutions using the internal ticketing system.
  • Assist in deploying and setting up new hardware for users (laptops, desktops, monitors, etc.).
  • Help users access enterprise applications and troubleshoot login or connectivity issues.
  • Ensure timely follow-up and resolution of user issues to maintain a high level of customer satisfaction.

Technical Skills

  • Basic troubleshooting skills in hardware, software, and network domains.
  • Working knowledge of Windows operating systems; familiarity with macOS or Linux is a plus.
  • Experience with common IT tools including MS Office, VPNs, email clients, and antivirus software.
  • Familiarity with ticketing systems such as ServiceNow, Zendesk, or Jira.
  • Experience with remote support tools (TeamViewer, AnyDesk, RDP).
  • Basic understanding of networking concepts including IP addressing, DNS, LAN/WAN, and Wi-Fi.

Qualifications

  • 1.5 to 3 years of experience in IT Helpdesk / L1 Support / End User Support roles.
  • Solid understanding of computer hardware, basic networking, and Windows operating systems.
  • Hands-on experience with endpoint support, including laptops, desktops, printers, and mobile devices.
  • Strong communication and interpersonal skills to assist non-technical users.
  • Ability to prioritize and manage multiple support requests in a fast-paced environment.
  • Familiarity with IT ticketing systems such as ServiceNow, Jira, or Freshservice.
  • Basic knowledge of Active Directory and user account management.

Communication & Interpersonal Skills

  • Strong verbal and written communication skills.
  • Customer-centric approach with patience and empathy.
  • Ability to explain technical issues clearly to non-technical users.
  • Good problem-solving and logical thinking abilities.
  • Team player with the ability to collaborate effectively.

Skills: ticketing tools,technical support,microsoft 365,networking,hardware analysis

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