Requirements
The ideal candidate will have good knowledge of IT service desk operations and ITSM processes, along with basic troubleshooting skills for hardware, software, operating systems, network connectivity, user access, desk phones, printers, and business applications. The ability to diagnose, resolve standard issues, log, categorize, triage incidents, and escalate complex problems is essential, supported by good communication and end-user support skills.
Description
The L1 Support Engineer is responsible for providing first-line end-user IT support and handling day-to-day technical support activities. The role involves basic troubleshooting of hardware, software, operating systems, network and connectivity issues, user access, desk phones, printers, and common business applications. The L1 Support Engineer will perform initial diagnosis, resolve standard issues, log and triage incidents, and escalate unresolved or complex issues to the relevant L2/L3 support teams.ResponsibilitiesProvide first-line IT support to end users for day-to-day technical issuesPerform basic troubleshooting of hardware, software, and operating system-related issuesTroubleshoot network and connectivity issuesProvide initial support for user access-related issuesSupport end users with desk phones, printers, and common business applicationsPerform initial diagnosis and troubleshooting of reported incidents and service requests Log, categorize, and triage incidents using service desk toolsResolve standard and common technical issues in accordance with established proceduresEscalate unresolved or complex issues to the relevant L2/L3 support teamsFollow IT service desk operations and ITSM processesMaintain clear communication with end users regarding reported issues and their resolutionSupport day-to-day end-user IT activities and ensure timely handling of support requestsRequirementsGood knowledge of IT service desk operationsGood understanding of ITSM processes and service desk toolsBasic knowledge of troubleshooting hardware, software, and operating systemsBasic understanding of network and connectivity troubleshootingKnowledge of user access, desk phones, printers, and common business applicationsAbility to perform initial diagnosis and resolve standard technical issuesAbility to log, categorize, and triage incidents effectivelyAbility to appropriately escalate unresolved or complex issues to relevant L2/L3 teamsGood communication and end-user support skills