IT Field Support Engineer

Job Description

Preferred: Local Candidates

Job Summary

We are looking for an L1 IT Support Engineer to provide first-level technical support, handle user issues, and manage IT support tickets.

Key Responsibilities

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• Provide first-level IT support to end users via phone, email, or ticketing system.
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• Create, update, track, and close tickets using a ticketing tool.
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• Troubleshoot basic hardware, software, and Windows OS issues.
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• Assist users with password resets, account access, and login issues.
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• Support desktops, laptops, printers, Microsoft Office 365, and Outlook.
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• Troubleshoot basic network connectivity issues, including LAN and Wi-Fi.
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• Escalate unresolved issues to L2 or L3 support teams.
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• Follow up on open tickets and ensure timely resolution within SLA.
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• Maintain proper documentation of incidents and service requests.
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Required Skills

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• 1–3 years of experience in L1 IT Support or Service Desk Support.
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• Experience working with ticketing tools such as ServiceNow, Jira, or similar platforms.
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• Basic knowledge of Windows OS, hardware, and software troubleshooting.
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• Familiarity with Microsoft Office 365 and Active Directory.
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• Basic understanding of networking concepts such as TCP/IP, LAN, and Wi-Fi.
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• Good communication, customer service, and problem-solving skills.
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