L1 Support Engineer

Role Overview The L1 Support Engineer acts as the first point of contact for users, handling initial technical queries and resolving basic IT issues. This role focuses on providing quick and effective solutions, ensuring smooth user experience, and escalating complex issues to higher support levels when required. Key Responsibilities Customer Interaction: Respond to user queries via phone, email, and chat Provide prompt and professional support to end-users Troubleshooting & Support Resolve basic technical issues such as password resets, account setup, software installation, and printer/network issues Perform initial diagnostics and attempt issue resolution using standard procedures Ticketing & Monitoring Log, track, and prioritize incidents using ticketing tools Monitor system alerts (CPU usage, disk space, etc.) and take necessary actions Escalation Identify and escalate unresolved or complex issues to L2/L3 support teams Ensure proper follow-up until closure Documentation Maintain accurate records of incidents and resolutions Document troubleshooting steps and update knowledge base Required Skills Technical Skills: Basic knowledge of Operating Systems (Windows/Linux) Understanding of hardware, networking (LAN/WAN), and common IT tools Soft Skills Strong communication and interpersonal skills Problem-solving and analytical thinking Customer-focused approach Experience & Qualification 0–2 years of experience in IT Support / Service Desk (Freshers can apply) Bachelor's degree in IT, Computer Science, or related field (preferred) Skills: ticketing,troubleshooting,it