We are seeking an L1 IT Technician to provide first-level technical support to end users. The role involves troubleshooting basic hardware, software, and network issues, logging and tracking tickets, and ensuring timely resolution or escalation as per SLA. This is an entry-level role suitable for candidates starting their IT support career.
Key Responsibilities:
· Provide first-level IT support to users via phone, email, chat, or ticketing system
· Troubleshoot basic issues related to Windows OS, applications, printers, and network connectivity
· Install, configure, and support desktops, laptops, and peripherals
· Create, update, and manage tickets in the ITSM tool (ServiceNow, Freshservice, Jira, etc.)
· Follow SOPs and SLAs for incident, request, and problem management
· Escalate unresolved issues to L2/L3 teams with proper documentation
· Assist with user onboarding/offboarding (account setup, access, basic training)
· Maintain basic IT asset inventory and documentation
· Support password resets, VPN access, email configuration
· Provide basic support for MS Office / O365 / Outlook / Teams
· Ensure customer satisfaction through professional communication
Required Skills & Qualifications:
· Diploma / Bachelor’s degree in IT / Computer Science / Electronics (or relevant certification)
· Basic understanding of Windows OS, hardware, networking fundamentals (LAN/Wi-Fi)
· Familiarity with ticketing tools and remote support tools (AnyDesk, TeamViewer, etc.)
· Basic knowledge of Active Directory (user creation, password reset – good to have)
· Good communication skills (verbal & written)
· Willingness to work in rotational shifts / 24x7 support (if applicable)
· Customer-focused mindset and ability to work under pressure
· Prior experience in helpdesk / service desk / technical support
· Exposure to cloud tools (O365, G Suite)