IT Support Engineer (L1 / Front Desk Engineer)

As an End User Support Specialist, your role involves providing first-level (L1) support for hardware, software, operating systems, printers, scanners, and peripheral devices. You will be responsible for logging, categorizing, prioritizing, tracking, and resolving incidents and service requests through the ticketing system. Additionally, you will perform basic troubleshooting for desktops, laptops, applications, email, Teams, VPN, Wi-Fi, and network connectivity issues. In case of unresolved issues, you will escalate them to the IT Infrastructure Subject Matter Expert (SME) following the defined escalation process. Key Responsibilities: - Provide first-level (L1) support for hardware, software, operating systems, printers, scanners, and peripheral devices - Log, categorize, prioritize, track, and resolve incidents and service requests through the ticketing system - Perform basic troubleshooting for desktops, laptops, applications, email, Teams, VPN, Wi-Fi, and network connectivity issues - Escalate unresolved issues to the IT Infrastructure SME as per the defined escalation process In the area of Endpoint Management, you will be involved in provisioning and configuring laptops, desktops, and peripherals. Your tasks will include software installation, updates, standard configuration activities, patch deployment, and endpoint compliance activities. Furthermore, you will be responsible for maintaining endpoint inventory and asset records. Qualifications Required: - Experience in providing end user support for hardware, software, and peripherals - Familiarity with ticketing systems and incident management processes - Basic troubleshooting skills for desktops, laptops, applications, and network connectivity - Strong communication and interpersonal abilities In the Reporting section, your duties will include updating ticket status, maintaining SLA compliance, providing inputs for monthly service reports, and participating in operational reviews. Please note: The company values proactive individuals who are detail-oriented and possess a strong customer service orientation. As an End User Support Specialist, your role involves providing first-level (L1) support for hardware, software, operating systems, printers, scanners, and peripheral devices. You will be responsible for logging, categorizing, prioritizing, tracking, and resolving incidents and service requests through the ticketing system. Additionally, you will perform basic troubleshooting for desktops, laptops, applications, email, Teams, VPN, Wi-Fi, and network connectivity issues. In case of unresolved issues, you will escalate them to the IT Infrastructure Subject Matter Expert (SME) following the defined escalation process. Key Responsibilities: - Provide first-level (L1) support for hardware, software, operating systems, printers, scanners, and peripheral devices - Log, categorize, prioritize, track, and resolve incidents and service requests through the ticketing system - Perform basic troubleshooting for desktops, laptops, applications, email, Teams, VPN, Wi-Fi, and network connectivity issues - Escalate unresolved issues to the IT Infrastructure SME as per the defined escalation process In the area of Endpoint Management, you will be involved in provisioning and configuring laptops, desktops, and peripherals. Your tasks will include software installation, updates, standard configuration activities, patch deployment, and endpoint compliance activities. Furthermore, you will be responsible for maintaining endpoint inventory and asset records. Qualifications Required: - Experience in providing end user support for hardware, software, and peripherals - Familiarity with ticketing systems and incident management processes - Basic troubleshooting skills for desktops, laptops, applications, and network connectivity - Strong communication and interpersonal abilities In the Reporting section, your duties will include updating ticket status, maintaining SLA compliance, providing inputs for monthly service reports, and participating in operational reviews. Please note: The company values proactive individuals who are detail-oriented and possess a strong customer service orientation.