IT Support Engineer

We are looking for a Band 1 IT Support Engineer to provide first-line technical support to users. The role involves troubleshooting hardware, software, desktop, application and basic network issues, managing support tickets, and escalating complex issues to the appropriate technical teams., * Provide L1 IT support through phone, email, chat and ticketing systems.

• Troubleshoot Windows desktop/laptop, software and application issues.
• Support MS Office/Microsoft 365, Outlook and Teams.
• Troubleshoot printers, scanners and basic hardware issues.
• Assist with password resets, account unlocks and basic access-related issues.
• Provide basic troubleshooting for VPN, Wi-Fi and network connectivity.
• Log, categorize, prioritize and update incidents in the ticketing system.
• Follow SOPs, knowledge-base articles and defined troubleshooting procedures.
• Resolve issues within agreed SLA wherever possible.
• Escalate unresolved or complex issues to L2/L3 teams with proper documentation.
• Keep users updated regarding ticket status and resolution.
• Maintain accurate records of incidents, troubleshooting steps and resolutions.

• 1-2 years of experience in IT Support, Desktop Support or Service Desk.
• Good knowledge of Windows 10/11.
• Basic knowledge of Microsoft 365, Outlook and MS Teams.
• Basic understanding of hardware and networking.
• Experience with IT ticketing/service management tools.
• Good troubleshooting and problem-solving skills.
• Good verbal and written communication skills.
• Customer-focused approach and ability to work within SLA.
• Willingness to work in rotational shifts, if required.

Qualification

• Graduate in IT, Computer Science or a related field preferred.
• IT certifications such as CompTIA A+, ITIL or Microsoft certifications would be an advantage.