IT Support Engineer - L1

Potentiam Offshore Services; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

Potentiam is seeking an L1 Engineer for Bengaluru to act as the technical first point of contact, handling routine issues and guiding users through next steps. The role requires practical troubleshooting, clear communication, and strict handovers across 24/7 shifts.

You will investigate Windows, Microsoft 365, VPN, and network issues, use remote tools, and escalate when needed, while keeping customers informed and maintaining thorough ticket records.

Qualifications

• Practical ability to troubleshoot Windows desktop and Microsoft 365 problems.
• Understanding of user accounts, permissions, password and MFA support, and routine connectivity checks.
• Clear spoken and written English with a calm telephone manner.
• Confidence using ticketing and remote support tools with accurate notes.
• Good judgement about urgency, customer impact and when to seek help.
• Organised approach to follow-up and shift handovers.

Responsibilities

• Respond to support calls and tickets, ask focused questions and establish the impact on the user before action.
• Troubleshoot routine Windows, application, printer and Microsoft 365 issues using remote tools.
• Complete approved account, password, MFA, mailbox and joiner or leaver requests following identity checks.
• Perform initial network and VPN connectivity checks and escalate concerns promptly.
• Create clear ticket records, set priorities and inform customers of progress and next steps.
• Escalate issues beyond access or capability with diagnostic evidence and clear ownership.

Skills

Windows troubleshooting

Microsoft 365 support

English communication

Ticketing tools

Security awareness

Shift work readiness

Tools

Autotask

Datto RMM

ITGlue

Job description

Role Overview:

As an L1 Engineer, you will be a technical first point of contact by phone and through the service desk. You will investigate routine issues, explain the next steps clearly and recognise when a problem needs more specialist support. The role suits someone who enjoys practical troubleshooting, takes care with the details and takes responsibility for keeping customers informed as their issue progresses.This is an office-based role in Bengaluru (Bangalore), providing remote support to customers. You must be comfortable working a rotating shift pattern supporting 24/7 coverage, including nights and weekends, with clear handovers between shifts.

Required Experience

• Respond to support calls and tickets, ask focused questions and establish the impact on the user before agreeing the next action.
• Troubleshoot routine Windows, application, printer and Microsoft 365 issues, including Outlook, Teams and shared-file access, using remote tools and documented guidance.
• Complete approved account, password, MFA, mailbox and joiner or leaver requests; follow identity checks and authorisation before changing access or email filtering.
• Perform initial network and VPN connectivity checks, investigate monitoring alerts using agreed procedures and elevate service or security concerns promptly.
• Create clear ticket records, set appropriate priorities and keep customers informed of progress, outstanding actions and expected next steps.
• Escalate issues beyond your access or capability with useful diagnostic evidence, while maintaining clear ownership and communication.
• Use and improve shared knowledge, work towards agreed service targets and provide thorough handovers to colleagues across shifts.

Mandatory Skills

• Practical ability to troubleshoot common Windows desktop and Microsoft 365 email and collaboration problems through a logical sequence of checks.
• Understanding of user accounts, permissions, password and multi-factor authentication (MFA) support, and routine connectivity checks, following identity verification, approvals and security procedures.
• Clear spoken and written English, a calm telephone manner and the ability to explain technical steps to nontechnical users.
• Confidence using ticketing and remote support tools, with accurate notes that help another engineer continue the work.
• Good judgement about urgency, customer impact and when to seek help, including recognising potentially significant monitoring or security alerts.
• An organised, dependable approach to follow-up, teamwork and shift handovers, with a willingness to learn from feedback and documented guidance.

Nice to have Skills

• Experience in a managed services or busy service desk environment would be useful.
• Familiarity with Autotask, Datto RMM or ITGlue is welcome. Experience with comparable tools is also relevant.
• Relevant Microsoft certifications are an advantage, but are not required.

About Potentiam

Potentiam is a global provider of highly qualified professionals to European SMEs from our offices in Romania, South Africa and India. Potentiam works with clients in finance, energy, leisure, marketing, business services and technology industries, providing technical, professional, multi-lingual, highly motivated staff, most of whom have experience working for international companies. Staff cover a wide range of roles across accounting, marketing, data management, HR, sales/account management, engineering, technology, and operations. Potentiam manages our staffs career development and personal development training, all infrastructure, HR and payroll, with our clients directly managing day-to-day staff responsibilities and role-specific training and development.

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