L1 Support Engineer

About the role

We are looking for an L1 Support Engineer to provide first‑line IT assistance to end users. The role focuses on diagnosing and resolving everyday hardware, software, network and application issues, ensuring smooth daily operations.

Key responsibilities

• Deliver first‑line support for end‑user technical problems.
• Troubleshoot hardware, software and operating system incidents.
• Identify and resolve network and connectivity issues.
• Assist with user access, desk phones, printers and common business applications.
• Log, categorize and triage incidents using service‑desk tools.
• Escalate unresolved or complex cases to L2/L3 teams.
• Follow ITSM processes and maintain clear communication with users.

Required profile

• Good knowledge of IT service‑desk operations and ITSM processes.
• Basic understanding of hardware, software and operating system troubleshooting.
• Familiarity with network and connectivity troubleshooting.
• Ability to perform initial diagnosis and resolve standard issues.
• Strong communication and end‑user support skills.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Operating system troubleshooting
• Network connectivity troubleshooting
• Desk phone support
• Printer support
• Business application support
• ITSM processes
• Service‑desk tools