IT Field Support Engineer
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Role details
Tech stack
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Job description
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Provide first-level IT support to end users via phone, email, or ticketing system. \n
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Create, update, track, and close tickets using a ticketing tool. \n
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Troubleshoot basic hardware, software, and Windows OS issues. \n
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Assist users with password resets, account access, and login issues. \n
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Support desktops, laptops, printers, Microsoft Office 365, and Outlook. \n
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Troubleshoot basic network connectivity issues, including LAN and Wi-Fi. \n
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Escalate unresolved issues to L2 or L3 support teams. \n
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Follow up on open tickets and ensure timely resolution within SLA. \n
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Maintain proper documentation of incidents and service requests. \n
Requirements
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1-3 years of experience in L1 IT Support or Service Desk Support. \n
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Experience working with ticketing tools such as ServiceNow, Jira, or similar platforms. \n
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Basic knowledge of Windows OS, hardware, and software troubleshooting. \n
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Familiarity with Microsoft Office 365 and Active Directory. \n
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Basic understanding of networking concepts such as TCP/IP, LAN, and Wi-Fi. \n
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Good communication, customer service, and problem-solving skills. \n
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