L1 Support Engineer

We are seeking a proactive and customer-focused L1 Support Engineer to provide first-level technical assistance to end users. This role is responsible for troubleshooting basic IT issues, managing service requests, and ensuring timely resolution or escalation of incidents to higher-level support teams., * Serve as the first point of contact for all IT support requests via phone, email, chat, or ticketing systems

• Diagnose and resolve basic hardware, software, and network issues
• Log, track, and manage incidents and service requests in the ITSM tool (e.g., ServiceNow)
• Perform initial troubleshooting for:
• Password resets and access issues
• Email and collaboration tools (Outlook, Teams, etc.)
• Desktop, laptop, and peripheral issues
• Basic network/connectivity problems
• Escalate complex issues to L2/L3 support teams with proper documentation
• Maintain accurate records of all interactions and resolutions
• Follow standard operating procedures (SOPs) and service level agreements (SLAs)
• Assist with user onboarding/offboarding tasks, including account setup and system access
• Provide guidance and support to users on IT policies and tools
• Contribute to knowledge base documentation and process improvements

The ideal candidate will have experience providing remote and onsite support to over 300 end users, primarily within Mac-focused environments (90% Mac environment)., * Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)

• 0-2 years of experience in IT support, help desk, or technical support role
• Basic understanding of:
• Windows/Mac operating systems
• Active Directory (user management, password resets)
• Networking fundamentals (DNS, DHCP, VPN)
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to prioritize and manage multiple tasks