L1 Support Engineer

Location: Jamshedpur (Onsite)(Need to Work From the Client's Location)

Role & responsibilities

• Receive, log, track, and manage user incidents and service requests through the ticketing system.
• Provide first-level troubleshooting and resolve standard hardware, software, and IT infrastructure issues.
• Monitor IT systems and applications to ensure smooth day-to-day operations.
• Handle user account management tasks, including password resets and access-related requests.
• Follow Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles for issue resolution.
• Escalate unresolved or complex incidents to L2/L3 support teams as required.
• Maintain accurate ticket updates and ensure adherence to defined Service Level Agreements (SLAs).

Required candidate profile

• 23 years of experience in IT Infrastructure/Desktop/L1 Support.
• Strong knowledge of Windows desktop operating systems and Microsoft Office applications.
• Experience with incident logging and ticketing tools.
• Basic understanding of networking concepts and hardware troubleshooting.
• Knowledge of Active Directory, user account management, and password reset processes.
• Good analytical and troubleshooting skills.
• Strong verbal and written communication skills.