FMS L1 End User Support Engineer

Neev; Mumbai; On-site; INR 420,000 - 640,000; Full time

Job summary

Neev is seeking an on-site FMS L1 End User Support Engineer to deliver frontline technical support across desktops, laptops, printers, and end-user peripherals. You will diagnose OS, email and VPN issues, manage incidents via ITSM tools, and ensure SLA compliance while maintaining asset records and user lifecycle processes.

The role requires clear communication, professional client handling, and collaboration with L2/L3 teams and external vendors to resolve complex problems, ensuring an

Qualifications

• Frontline L1 end-user support across desktops, laptops, printers and peripherals.
• Diagnose and resolve OS, email, productivity suite, VPN, and app issues.
• Log, track and manage incidents through ITSM tools and SLAs.

Responsibilities

• Deliver responsive L1 technical support for end-user devices and peripherals.
• Troubleshoot OS, email clients, productivity tools, VPN and applications.
• Log incidents and service requests via ITSM platforms and ensure SLA compliance.
• Perform hardware and software installations and routine troubleshooting.
• Support user onboarding and offboarding, asset provisioning and handovers.
• Coordinate with L2/L3 and vendors for complex issues.
• Maintain asset inventory documentation and support activity records.
• Provide high-quality on-site support with professionalism and customer focus.

Skills

Communication

Customer Handling

Tools

Windows 10/11

MS Office

Outlook

Gmail

Google Sheets

Active Directory basics

ITSM tools (ServiceNow/Freshservice)

DNS/DHCP/Wi-Fi

Job description

Job Description: FMS L1 End User Support Engineer

Position Summary

We are seeking a customer-focused and reliable FMS L1 End User Support Engineer to provide frontline technical assistance across our enterprise environment. In this onsite role, you will be responsible for resolving day-to-day hardware, software, and network issues, managing service requests via ITSM platforms, and ensuring an exceptional user experience while maintaining compliance with established SLAs.

Key Responsibilities

• Frontline Technical Support: Deliver responsive L1 technical support for desktops, laptops, printers, and various end-user peripherals.
• Incident & Problem Troubleshooting: Diagnose and resolve operating system, email client, productivity suite, VPN, and application issues.
• ITSM & SLA Management: Log, track, and manage incidents and service requests through enterprise ITSM tools, ensuring strict compliance with SLAs.
• Hardware & Software Lifecycle: Execute hardware and software installations, configurations, and component troubleshooting.
• User Onboarding & Offboarding: Support user lifecycle management, including IT equipment provisioning, asset allocation, and secure handovers.
• Escalation & Collaboration: Coordinate effectively with L2/L3 support tiers and external vendors for complex or unresolved technical issues.
• Documentation & Asset Tracking: Maintain accurate asset inventory records and documentation for all support activities.
• Client Engagement: Deliver high-quality onsite support with a strong focus on professionalism, responsiveness, and customer satisfaction.

Required Qualifications & Skills

Technical Proficiency

• Operating Systems & Productivity: Windows 10/11, MS Office, Outlook, Gmail, and Google Sheets.
• Hardware Diagnostics: Comprehensive desktop, laptop, printer, and peripheral hardware troubleshooting experience.
• Networking & Connectivity: Working knowledge of TCP/IP, DNS, DHCP, and Wi-Fi configurations.
• Directory Services & Backup: Familiarity with Active Directory basics and backup monitoring procedures.
• Service Management: Proficiency in enterprise ticketing systems (ITSM, ServiceNow, or Freshservice).

Soft Skills

• Communication: Clear verbal and written communication skills.
• Customer Handling: Proven ability to manage end-user expectations professionally, resolve user frustrations, and provide a positive support experience.