L1 Support Engineer

About the role

The L1 Support Engineer provides first‑line IT assistance to end users, handling day‑to‑day technical issues across hardware, software, operating systems, networks, and common business applications. The role focuses on initial diagnosis, resolution of standard problems, and proper escalation of more complex incidents.

Key responsibilities

• Deliver first‑line IT support for hardware, software, and OS issues.
• Troubleshoot network connectivity and user‑access problems.
• Assist users with desk phones, printers, and standard business applications.
• Log, categorize, and triage incidents using service‑desk tools.
• Resolve standard technical issues according to established procedures.
• Escalate unresolved or complex tickets to L2/L3 support teams.
• Maintain clear communication with end users regarding status and resolution.

Required profile

• Good knowledge of IT service‑desk operations and ITSM processes.
• Basic understanding of hardware, software, operating systems, and network troubleshooting.
• Familiarity with user‑access management, desk phones, printers, and common business applications.
• Strong communication skills and ability to work with end users.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Operating system troubleshooting
• Network and connectivity troubleshooting
• User access support
• Desk phone support
• Printer support
• Common business applications
• IT service‑desk operations
• ITSM processes
• Service‑desk tools