Technical Support Engineer

Job description / Role

Description

We are seeking a reliable and customer-focused Level 1 Technical Support Engineer to join our IT support team. The successful candidate will act as the first line of defense for resolving basic IT issues, assisting end-users with hardware, software, and network-related problems, and escalating complex cases to higher levels of support.

Key responsibilities:

• Act as the initial point of contact for all IT-related inquiries via phone, email, or ticketing system.
• Troubleshoot and resolve issues related to desktops, laptops, printers, and basic networking.
• Perform hardware replacement and peripheral setups (e.g., replacing old PCs, connecting cables, etc.).
• Join computers to the domain and set up user profiles.
• Install basic software and drivers as per company standards.
• Provide support for printers (connectivity, drivers, configuration).
• Escalate unresolved issues to L2/L3 support teams while ensuring proper documentation.
• Maintain accurate records of work and ticket statuses in the service desk system.
• Assist with user onboarding and offboarding procedures.
• Deliver consistent and high-quality customer service with a focus on minimizing downtime.

Requirements

• Diploma or bachelor's degree in information technology, computer science, or related field.
• 2–4 years of experience in an IT helpdesk or technical support role.
• Familiarity with:
  • Windows operating systems (Windows 10/11)
  • Basic network troubleshooting (IP, DNS, connectivity)
  • Microsoft Active Directory (user accounts, domain join)
  • Printer installation and troubleshooting
• Excellent communication and interpersonal skills.
• Customer service oriented with a positive attitude.
• Ability to work independently and within a team.
• Time management and organizational skills.

Preferred certifications (not mandatory):

• CompTIA A+.
• Microsoft Certified: Modern Desktop Administrator Associate.
• ITIL Foundation (basic understanding of service management).