L1 Support Engineer

Job Summary

The IT Level 1 Engineer is responsible for providing On-Site first-line technical support to end-users, resolving hardware and software issues, and escalating complex problems to higher-level support. The role involves troubleshooting, maintaining IT systems, and ensuring the smooth operation of IT services.

Key Responsibilities

1. Technical Support :

• Working closely with the Online Managed Service Engineer and respond to and resolve user requests via phone, email, or ticketing systems, whereby Online Managed Service is not able to fulfil.
• Troubleshoot basic hardware, software, and network-related issues.
• Work with the team to provide hardware replacement to existing and
• new staff. Assist with password resets, account lockouts, and user access requests.

2. Incident Management :

3. Hardware and Software Maintenance :

4. Network Support :

5. Documentation :

6. Customer Service :

Required Skills and Qualifications

Education :

Technical Skills :

Soft Skills :

Preferred Qualifications