L1 IT Support Engineer

Position Summary

We are looking for an L1 IT Support Engineer to provide responsive and professional technical support to ourclients. The engineer will handle common PC, software, user-access and basic network issues through onsite and remote support. The successful candidate should be service-oriented, patient with users and disciplined in recording, following up and escalating support cases.

Key Responsibilities

• Provide first-level technical support to client users through onsite visits, telephone, email and remote supporttools.
• Install, configure and troubleshoot desktops, laptops, monitors, printers, mobile devices and common peripherals.
• Support Microsoft Windows, Microsoft 365 applications, email, web browsers and other standard business software.
• Perform basic user-account support, including password resets, account unlocks, access checks and new-user setup, according to approved procedures.
• Diagnose common PC performance, software, printing and connectivity problems and provide timely resolution.
• Provide basic network support, including checking LAN and Wi-Fi connectivity, IP settings, network cables, ports, switches, access points and internet access.
• Assist with PC deployment, replacement, software installation, patching, antivirus checks and data migration or backup as assigned.
• Log all incidents and service requests accurately, record actions taken and keep users informed of progress.
• Escalate unresolved, recurring or higher-risk issues to L2 engineers, systems engineers, network engineers or vendors with complete troubleshooting information.
• Maintain asset records, equipment checklists, support documentation and simple user guides.
• Follow client security, safety, change-control and data-protection procedures at all times.

Technical Knowledge

• Good knowledge of PC and laptop hardware, Windows desktop operating systems and common office applications.
• Basic understanding of TCP/IP, DHCP, DNS, LAN, Wi-Fi, network cabling, switches and access points.
• Basic experience with Microsoft 365, Outlook, user accounts and Active Directory is preferred.
• Familiarity with ticketing systems, remote-support tools, endpoint security or antivirus software is advantageous.
• Able to follow technical procedures, perform structured troubleshooting and document findings clearly.