Job Description

Role & responsibilities

Experience

  • Experience as an L1 Support Engineer or Help Desk Engineer is required

    • Role & Responsibilities

  • Act as the first point of contact for end-customer IT support
  • Handle and resolve L1 support tickets through ServiceNow or similar ticketing tools
  • Provide support for common issues such as:
    Password resets
    VPN connectivity issues
    Citrix / VDI access issues
    Adding users to applications, Azure DevOps, or Active Directory
    Basic network connectivity issues
    Printer and peripheral issues
  • Provide technical support for:
    Windows and Mac OS
    M365 / MS Office applications
  • Escalate unresolved issues to L2/L3 teams with proper documentation
  • Ensure timely resolution and maintain high customer satisfaction

    • Technical Skills (Basic to Working Knowledge)

  • Active Directory (user management)
  • Windows & Mac OS
  • Basic Azure knowledge
  • Citrix / VDI
  • VMware / Virtual Machines
  • Networking fundamentals: LAN, WAN, VLAN
  • VPN, VOIP
  • ServiceNow or similar ticketing tools
  • M365 / MS Office
  • Printer & basic hardware troubleshooting

    • Communication Skills

  • Excellent command over English (American English preferred)
  • Strong verbal and written communication skills
  • Ability to clearly understand customer requests and provide effective resolutions
  • Comfortable with direct end-customer interaction

    • Key Attributes

  • Smart, quick learner with good problem-solving skills
  • Customer-focused and service-oriented mindset
  • Ability to work in a fast-paced support environment

    • Apply for this Position

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