L1 Support Engineer

Job Description

• First Point of Contact: Serve as the initial point of contact for users seeking technical assistance. Collect information to understand and diagnose the issue.
• Issue Resolution: Troubleshoot and resolve hardware, software, and network issues. Provide step-by-step guidance to users for problem resolution.
• Ticket Management: Log and manage support tickets, tracking issues from inception to resolution. Ensure timely updates to users on the status of their requests.
• Documentation: Maintain documentation of common issues and their resolutions. Create knowledge base articles to aid in issue resolution.
• User Training: Conduct training sessions for users on basic IT processes and applications.
• Hardware and Software Installation: Assist with the installation, configuration, and maintenance of hardware and software.
• Communication: Communicate technical information in a user-friendly manner. Collaborate with other IT teams for complex issue resolution.

Desired Candidate Profile

• Technical Proficiency: Understanding of operating systems (Windows, macOS). Knowledge of common business applications and productivity tools. Basic knowledge of networking and server management. Basic understanding of ITSM.
• Troubleshooting: Strong problem-solving skills and the ability to think logically. Familiarity with diagnostic tools and techniques.
• Customer Service: Excellent communication and interpersonal skills. Patience and the ability to empathize with users.
• Adaptability: Ability to adapt to new technologies and learn quickly.
• Team Collaboration: Collaborate effectively with other IT professionals.
• Time Management: Prioritize and manage multiple tasks efficiently.
• Documentation: Maintain accurate and detailed documentation.
• Security & Policy Awareness: Basic understanding of cybersecurity principles, IT Policies, and SOPs.