L1 Support Engineer

Artha Energy Resources; Ahmedabad District; On-site; INR 300,000 - 500,000; Full time

Job summary

An IT support company in Ahmedabad is seeking an L1 Support Engineer to be the first point of contact for users. In this role, you will handle initial technical queries, resolve basic IT issues, and escalate complex concerns to higher support levels. The ideal candidate should have a Bachelor’s degree in IT or related field and basic knowledge of operating systems, along with excellent communication and problem-solving skills. The role offers opportunities for freshers.

Qualifications

• 0-2 years of experience in IT Support / Service Desk.
• Freshers can apply.

Responsibilities

• Respond to user queries via phone, email, and chat.
• Resolve basic technical issues such as password resets and account setup.
• Log, track, and prioritize incidents using ticketing tools.
• Monitor system alerts and take necessary actions.
• Identify and escalate unresolved issues to higher support teams.
• Maintain accurate records of incidents and resolutions.

Skills

Basic knowledge of Operating Systems (Windows/Linux)

Understanding of hardware and networking (LAN/WAN)

Strong communication skills

Problem-solving skills

Customer-focused approach

Education

Bachelor’s degree in IT, Computer Science, or related field

Job description

Role Overview

The L1 Support Engineer acts as the first point of contact for users, handling initial technical queries and resolving basic IT issues. This role focuses on providing quick and effective solutions, ensuring a smooth user experience, and escalating complex issues to higher support levels when required.

Key Responsibilities

Customer Interaction

• Respond to user queries via phone, email, and chat
• Provide prompt and professional support to end-users

Troubleshooting & Support

• Resolve basic technical issues such as password resets, account setup, software installation, and printer/network issues
• Perform initial diagnostics and attempt issue resolution using standard procedures

Ticketing & Monitoring

• Log, track, and prioritize incidents using ticketing tools
• Monitor system alerts (CPU usage, disk space, etc.) and take necessary actions

Escalation

• Identify and escalate unresolved or complex issues to L2/L3 support teams
• Ensure proper follow-up until closure

Documentation

• Maintain accurate records of incidents and resolutions
• Document troubleshooting steps and update knowledge base

Required Skills

Technical Skills

• Basic knowledge of Operating Systems (Windows/Linux)
• Understanding of hardware, networking (LAN/WAN), and common IT tools

Soft Skills

• Strong communication and interpersonal skills
• Problem-solving and analytical thinking
• Customer-focused approach

Experience & Qualification

• 0–2 years of experience in IT Support / Service Desk (Freshers can apply)
• Bachelor’s degree in IT, Computer Science, or related field (preferred)