IT Support Engineer | L1 Support | Service Desk (Fresher / Entry-Level)

About the Role

This role involves handling day-to-day user queries over calls, emails, and chat to resolve basic technical issues and ensure timely closure of support tickets. As an IT Support Engineer, you will be the first point of contact for end-users, including international users, and will be responsible for providing clear and professional communication and support.

You will work in a fast-paced environment, handling multiple tickets and queries simultaneously, and will be required to have a proactive approach, problem-solving skills, and good communication skills to succeed in this role.

Key Responsibilities

• Attend incoming calls, emails, and chat requests from end-users and log every support request as a ticket.
• Support and communicate with end-users based in international locations over the phone in a clear and professional manner.
• Offer first-level troubleshooting support using knowledge base articles and standard resolution guides.
• Take remote access of a user's system, where required, to diagnose and fix technical issues.
• Escalate or route tickets to the right support group or third-party vendor when the issue cannot be resolved at the first level.
• Keep track of all open tickets and update their status regularly until they are resolved.

Skills & Qualifications

• Strong verbal and written communication skills in English.
• Good listening and comprehension skills to understand user issues accurately, including over the phone.
• Bachelor's degree in any stream (graduates or final-year students welcome to apply).
• Working knowledge of troubleshooting on Windows operating systems (XP, 7, 10, and 11).
• Ability to support business applications by following standard operating procedures (SOPs).
• Hands-on exposure (academic or practical) to remote troubleshooting of desktop and application issues.
• Awareness of disk management, disk encryption, and wireless network configuration.

What You'll Learn

In this role, you will gain hands-on experience in IT support and service desk operations, including troubleshooting, communication, and problem-solving skills. You will also learn how to work in a fast-paced environment, handle multiple tickets and queries simultaneously, and prioritize tasks effectively.

As you progress in this role, you will have opportunities to learn and develop new skills, including technical skills such as remote troubleshooting, disk management, and wireless network configuration, as well as soft skills such as communication, teamwork, and time management.

Resume Tip

When applying for this role, make sure to highlight your communication and problem-solving skills, as well as any relevant technical skills or experience you may have. Use specific examples to demonstrate your ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Also, be sure to tailor your resume to the specific requirements of the job, and use keywords from the job description to help your application pass through applicant tracking systems (ATS).