L1 Technical Support Engineer

We are seeking a reliable and customer-focused Level 1 Technical Support Engineer to join our IT support team. The successful candidate will act as the first line of defense for resolving basic IT issues, assisting end-users with hardware, software, and network-related problems, and escalating complex cases to higher levels of support.

Key Responsibilities:

• • Act as the initial point of contact for all IT-related inquiries via phone, email, or ticketing system.

• • Troubleshoot and resolve issues related to desktops, laptops, printers, and basic networking.

• • Perform hardware replacement and peripheral setups (e.g., replacing old PCs, connecting cables, etc.).

• • Join computers to the domain and set up user profiles.

• • Install basic software and drivers as per company standards.

• • Provide support for printers (connectivity, drivers, configuration).

• • Escalate unresolved issues to L2/L3 support teams while ensuring proper documentation.

• • Maintain accurate records of work and ticket statuses in the service desk system.

• • Assist with user onboarding and offboarding procedures.

• • Deliver consistent and high-quality customer service with a focus on minimizing downtime.

• • Diploma or bachelor's degree in information technology, Computer Science, or related field.

• • 2–4 years of experience in an IT Helpdesk or Technical Support role.

• • Familiarity with: - Windows operating systems (Windows 10/11) - Basic network troubleshooting (IP, DNS, connectivity) - Microsoft Active Directory (user accounts, domain join) - Printer installation and troubleshooting

• • Excellent communication and interpersonal skills.

• • Customer service oriented with a positive attitude.

• • Ability to work independently and within a team.

• • Time management and organizational skills. Preferred Certifications (Not Mandatory):

• • CompTIA A+.

• • Microsoft Certified: Modern Desktop Administrator Associate.

• • ITIL Foundation (Basic understanding of service management).