L1 Support Engineer

Job Summary

The IT Level 1 Engineer is responsible for providing On-Site first-line technical support to end-users, resolving hardware and software issues, and escalating complex problems to higher-level support. The role involves troubleshooting, maintaining IT systems, and ensuring the smooth operation of IT services.

Key Responsibilities

1. Technical Support:

• Working closely with the Online Managed Service Engineer and respond to and resolve user requests via phone, email, or ticketing systems, whereby Online Managed Service is not able to fulfil.
• Troubleshoot basic hardware, software, and network-related issues.
• Work with the team to provide hardware replacement to existing and
• new staff. Assist with password resets, account lockouts, and user access requests.

2. Incident Management:

• Log and prioritize incidents in the IT Manage Engine service system.
• Escalate unresolved or complex issues to Level 2 or Level 3 support team.
• Follow up with users to ensure issues are resolved satisfactorily.

3. Hardware and Software Maintenance:

• Assist with the installation, configuration, and troubleshooting of operating systems and applications.
• Perform basic maintenance tasks such as updating software, replacing peripherals, and setting up hardware.

4. Network Support:

• Diagnose and resolve connectivity issues for LAN, Wi-Fi, and VPN.
• Troubleshoot basic network equipment such as routers, switches, and access points.

5. Documentation:

• Maintain accurate records of incidents and resolutions.
• Document common problems and create knowledge base articles for end-users.
• Occasionally need to assist to provide support on creation of PI/PQ.

6. Customer Service:

• Provide excellent customer service and maintain a professional demeanour.
• Communicate effectively with non-technical users to explain solutions clearly.

Required Skills and Qualifications

Education:

• Associate degree in Information Technology, Computer Science, or related field (or equivalent work experience).
Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Fundamentals)

Technical Skills:

• Basic knowledge of Windows, MacOS, and Linux operating systems.
• Familiarity with Microsoft Office 365 and productivity tools.
• Understanding of basic networking principles (IP, DNS, DHCP).
• Experience with ticketing systems (e.g., Jira, ServiceNow).

Soft Skills:

• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and within a team.

Preferred Qualifications

• Experience in a similar help desk or IT support role.

• Knowledge of Active Directory and user account administration.

• Experience with remote support tools (e.g., TeamViewer, AnyDesk.