L1 Server Support Engineer

JOB DESCRIPTION:

The IT Systems Team L1 Engineer is responsible for providing first-level technical support to end users, maintaining IT assets, configuring systems, and ensuring smooth day-to-day IT operations. The role involves troubleshooting hardware, software, network, and user account issues while escalating complex incidents to higher-level support teams when required.

ROLES & RESPONSIBILITIES:

Key Responsibilities

• Provide Level 1 technical support for desktops, laptops, printers, and peripheral devices.
• Install, configure, and troubleshoot Windows operating systems and standard business applications.
• Perform user account creation, modification, and password resets using Active Directory.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications.
• Diagnose and resolve hardware, software, and basic network connectivity issues.
• Install, image, and configure new laptops and desktops for end users.
• Manage onboarding and offboarding IT activities, including user account setup and asset allocation.
• Track and maintain IT assets using the organization's IT Asset Inventory Tool.
• Update inventory records for laptop assignments, internal asset movements, dual-laptop allocations, and project transfers.
• Coordinate laptop replacements, repairs, warranty support, and vendor follow-up.
• Provide remote support using approved remote administration tools.
• Install software updates, security patches, and antivirus solutions.
• Document incidents, service requests, and resolutions in the IT ticketing system.
• Escalate unresolved or critical issues to L2/L3 support teams within defined SLAs.
• Support meeting room equipment, printers, scanners, and other office IT infrastructure.
• Follow IT security policies, standard operating procedures, and compliance requirements.