Key Role Summary
Job Description
We are seeking an experienced L1 Support Engineer to provide on-site technical support in an enterprise environment. As a key member of our team, you will serve as the first point of contact for IT support requests via various channels.
Responsibilities
* Respond to service desk requests and fulfill them promptly.
* Log, categorize, and prioritize support requests accurately and efficiently.
* Perform password resets and account unlock procedures.
* Basic knowledge in SCCM, Intune, and Jamfpro for managing devices.
* Hands-on feet support for Laptop/Desktop, Printer, networking, and Installation of OS, Outlook configuration.
* Hardware Troubleshooting.
* Software Installation & Troubleshooting.
* Strong working knowledge of Windows 11, MACs.
* Experience with VPN/Wifi/IP/DNS, networking, and other enterprise network technologies.
* Maintain accurate records of support interactions, resolutions, and escalations within the ticketing system.
Requirements
* 2+ years experience providing onsite support in an enterprise environment.
* Ability to complete tasks within agreed-upon Service Level Agreement or Key Measure requirements.
* Self-motivation and strong desire to learn new technologies and share knowledge.