L1 Support Engineer

The L1 Support Engineer is responsible for providing first-line technical support to customers and internal users by diagnosing and resolving basic technical issues related to networking, operating systems, applications, and cloud environments. The role serves as the initial point of contact for technical incidents and service requests, ensuring prompt resolution or escalation in line with defined service levels.

Working within a structured support environment, the engineer collaborates closely with Level 2 and Level 3 teams to escalate complex issues while maintaining accurate documentation and ensuring a high standard of customer service. The role also contributes to maintaining system stability, improving knowledge sharing, and supporting continuous service improvement.

Responsibilities:

• Provide first-level technical support to customers through various channels, including phone, email, and ticketing system.
• Diagnose and troubleshoot technical issues related to networking, Windows OS, mail clients, and applications.
• Understand and handle basic networking concepts such as DNS, DHCP, Gateway, and VPN.
• Utilize knowledge of subnetting to analyze and resolve network-related issues.
• Demonstrate proficiency in domain concepts and Active Directory terminologies to support user accounts and access management.
• Install, configure, and manage applications, ensuring seamless user experience.
• Poss