About the job

Experience: 1-3 Years

Shift: US Shift

Job Summary:

The L1 Service Desk Engineer is the first point of contact for IT support within the organization, responsible for providing efficient and courteous technical assistance. The role involves handling initial support requests, troubleshooting technical issues, resolving basic IT incidents, and escalating complex problems to higher support levels.

Key Responsibilities:

1. Technical Support:

o Respond to incoming service desk calls, emails, and tickets in a timely manner.

o Provide first-level support by troubleshooting and resolving hardware, software, and network-related issues.

2. Incident Management:

o Identify, prioritize, and manage incidents according to defined Service Level Agreements (SLAs).

o Escalate complex issues to higher support levels when necessary, ensuring proper handoff with clear documentation.

o Track and follow up on outstanding incidents, maintaining communication with end-users.

3. User Assistance:

o Guide end-users through basic technical steps to resolve common issues.

o Provide password resets, account unlocks, and basic user account management.

o Educate users on best practices for security, software usage, and IT policies.

4. Systems Monitoring and Maintenance:

o Monitor system alerts and notifications, acting on any critical issues or outages.

o Perform routine maintenance tasks such as software updates and system checks.

o Report recurring issues to Level 2 support or management for further investigation.

Qualifications:

• Education: Associate or bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).

• Certifications: ITIL Foundation, CompTIA A+, or Microsoft certifications are a plus.

• Experience: 1+ years of experience in a help desk or technical support role.

Skills and Competencies:

• Technical Skills: Basic knowledge of Windows OS, Microsoft Office Suite, network basics, and troubleshooting hardware/software issues.

• Communication Skills: Strong verbal and written communication skills, with a customer-oriented approach.

• Problem-Solving: Ability to analyze and troubleshoot basic IT issues.

• Time Management: Ability to handle multiple requests and prioritize tasks efficiently.

• Teamwork: Strong interpersonal skills, with the ability to collaborate effectively with other team members.