L1 IT Support Engineer

L1 IT Support Engineer

Position:

Key Responsibilities:

• Provide first-level technical support for hardware, software, and networking issues with a strong focus on clear and professional communication.
• Deliver outstanding customer service through face-to-face, phone, and electronic interactions, ensuring a seamless end-user experience.
• Troubleshoot and resolve hardware malfunctions, printer issues, and basic network connectivity problems while keeping users well-informed.
• Assist with email configuration and remote support for end-users, ensuring timely and effective resolutions.
• Manage user accounts, including Active Directory (AD) administration, and convey access-related information concisely.
• Support Windows operating systems, Windows Server, DHCP, DNS, and basic networking tasks, explaining solutions in a user-friendly manner.
• Handle IT support requests through ticketing tools, ensuring adherence to SLAs and proactive updates to users.

Required Skills & Competencies:

• Outstanding verbal and written communication skills ability to explain technical issues in a simple, clear, and professional manner.
• Strong problem-solving and troubleshooting abilities for Windows, Mac, and server environments.
• Proficiency in IT service management processes and ticketing tools, with regular user updates.
• Solid understanding of networking concepts (LAN, DHCP, DNS).
• Experience in remote support and mail configuration, providing step-by-step guidance for users.
• Customer-focused approach with a high level of patience, empathy, and attentiveness.
• Ability to prioritize and manage multiple tasks effectively while keeping stakeholders informed.
• Team-oriented with a proactive approach to issue resolution and knowledge sharing.

technical support and effective communication