IT Support Engineer – Level 1

About the role

The IT Support Engineer – Level 1 provides first‑line technical assistance to end users, ensuring smooth operation of hardware, software, network and system services. The role focuses on rapid incident resolution, asset maintenance and delivering high‑quality customer service while escalating complex issues as needed.

Key responsibilities

• Provide first‑level technical support for hardware, software, network and system issues via phone, email, ticketing or in person.
• Install, configure and maintain desktops, laptops, printers and other IT equipment, and perform routine updates and health checks.
• Diagnose and resolve common desktop, laptop, printer and peripheral problems, and assist with account setup and password resets.
• Troubleshoot basic network connectivity, Wi‑Fi, VPN and internet issues, and monitor system health.
• Log, track and update incidents and service requests in the IT ticketing system, following established procedures and escalation paths.
• Support security initiatives by applying endpoint protection, antivirus updates and reporting incidents.
• Maintain accurate technical documentation and contribute to the knowledge base.
• Collaborate with L2/L3 teams on escalated issues and participate in IT projects and upgrades.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• At least 2 years of experience in IT support, helpdesk or technical support roles.
• Strong analytical, problem‑solving and customer‑service skills.
• Excellent communication abilities and ability to work under pressure.

Required skills

• Windows operating systems and Microsoft Office applications.
• Active Directory user account management.
• Fundamental networking concepts (TCP/IP, DNS, DHCP, VPN).
• Desktop, laptop, printer and peripheral troubleshooting.
• Basic Linux operating system knowledge (preferred).
• Familiarity with cloud platforms such as AWS or Microsoft Azure (preferred).
• Experience with ITSM or ticketing systems.
• Understanding of ITIL practices and service management.
• CompTIA A+, CompTIA Network+ and Microsoft Fundamentals certifications (preferred).