L1 Support Engineer

Job Description – IT Support Specialist (1–2 Years Experience)
Position:  IT Support Specialist

Experience:

1–2 Years

Location:

Hyderabad / Noida, India

Employment Type:

Full-Time
About the Role
We are seeking a proactive and customer-focused IT Support Specialist to provide onsite and remote technical support for end users. The ideal candidate will have hands-on experience in desktop support, incident management, asset management, hardware troubleshooting, and end-user experience management. The candidate should possess strong communication skills and a customer-first approach to delivering high-quality IT services.

Key Responsibilities
Service Management
Manage Incidents and Service Requests through Service Now or similar ITSM tools.
Ensure timely resolution of tickets while adhering to defined SLAs.
Maintain accurate documentation of incidents, requests, and resolutions.
End User Support & Experience
Provide professional and responsive technical support to end users.
Deliver exceptional customer service through effective communication and issue resolution.
Support executive/VIP users with a high level of professionalism and urgency.
Onboarding & Offboarding Support
Prepare and issue IT assets for new joiners on Day 1.
Ensure systems, accounts, and devices are ready prior to employee onboarding.
Support employee offboarding activities, including asset collection and account coordination.
Endpoint Management
Perform imaging, reimaging, software deployment, media sanitization, quality checks, and asset labeling.
Troubleshoot and support laptops, desktops, Mac Books, Chromebooks, printers, scanners, and related peripherals.
Provide first-level hardware, operating system, and application support for Windows and macOS environments.
IMAC Services
Execute Install, Move, Add, and Change (IMAC) activities.
Support workstation setups, device replacements, peripheral installations, and user relocations.
Asset Lifecycle Management
Manage IT assets throughout their lifecycle using asset management tools such as HAM Pro.
Receive, record, issue, track, redeploy, and dispose of IT assets.
Maintain accurate asset records and inventory status.
Vendor & Infrastructure Support
Coordinate with OEMs and vendors for warranty claims and hardware replacements.
Provide Hands & Feet support for Data Center, Network, Telecom, and Infrastructure teams.
Assist in infrastructure projects, migrations, and technology rollouts.
Scheduled Operational Activities
Perform routine checks of training rooms, conference rooms, and video conferencing systems.
Conduct data center hygiene and operational maintenance activities.
Support scheduled maintenance and IT operational tasks.
SLA & Performance Management
Understand service metrics, KPIs, and SLA requirements.
Monitor ticket queues and prioritize tasks effectively to meet service targets.
Required

Skills & Qualifications
1–2 years of experience in IT Support, Desktop Support, or End User Computing (EUC).
Hands-on experience with Windows 10/11 and macOS troubleshooting.
Knowledge of hardware troubleshooting, imaging, reimaging, and endpoint support.
Experience using Service Now or similar IT Service Management tools.
Basic understanding of networking concepts (TCP/IP, LAN/WAN, Wi-Fi, VPN).
Experience supporting printers, scanners, and collaboration tools.
Familiarity with IT Asset Management processes.
Strong customer service, communication, and interpersonal skills.
Ability to work independently and manage multiple priorities.

Preferred Qualifications
Diploma/Bachelor’s degree in Information Technology, Computer Science, or a related field.
ITIL Foundation certification (preferred).
Experience supporting executive/VIP users is an added advantage.
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