Job Description
Technical Support Engineer – L1
Department: Technical Support / Operations
Level: L1
Employment Type: Full-Time
Location: [Location / On-site / Hybrid]
Experience: 0–2 Years
About the Role
We are looking for a Technical Support Engineer – L1 to provide first-level technical assistance to customers, engineers, and internal teams. The candidate will be responsible for diagnosing basic hardware, software, network, and application-related issues, ensuring timely resolution or escalation to the appropriate L2/L3 team.
The ideal candidate should have good troubleshooting skills, customer-handling ability, and a strong willingness to learn.
Key Responsibilities
- Provide L1 technical support to customers through phone, email, chat, and ticketing systems.
- Understand and troubleshoot basic IT hardware and software issues.
- Diagnose issues related to laptops, desktops, printers, monitors, CCTV, networking devices, and peripherals.
- Perform basic troubleshooting for Windows OS, applications, drivers, connectivity, and system performance.
- Create, update, and manage support tickets with accurate issue details and resolution notes.
- Follow predefined SOPs, troubleshooting checklists, and escalation processes.
- Remotely assist customers and engineers wherever applicable.
- Coordinate with L2/L3 engineers, field engineers, vendors, and internal teams for complex issues.
- Monitor open tickets and ensure timely follow-up and closure.
- Maintain proper documentation of recurring issues, solutions, and customer interactions.
- Escalate unresolved or critical issues within defined SLA/TAT.
- Support installation, configuration, and basic maintenance activities when required.
- Maintain a high level of customer satisfaction through professional and timely communication.
- Identify recurring technical problems and share feedback with the technical/operations team.
Required Skills
- Basic knowledge of computer hardware and troubleshooting.
- Good understanding of Windows operating systems.
- Basic knowledge of LAN, Wi-Fi, IP address, DNS, DHCP, and networking concepts.
- Basic knowledge of printers, scanners, CCTV, routers, switches, and other IT peripherals.
- Familiarity with remote support tools and ticketing systems.
- Good problem-solving and analytical skills.
- Good verbal and written communication skills.
- Ability to work under pressure and manage multiple support tickets.
- Customer-oriented attitude with strong follow-up skills.
- Willingness to work in shifts, weekends, or rotational schedules if required.
Educational Qualification
- Diploma / B.Tech / B.E. / BCA / MCA / ITI in Computer Science, Information Technology, Electronics, or a related field.
- Freshers with relevant technical knowledge may also apply.
Preferred Experience
Experience in any of the following will be an added advantage:
- IT Helpdesk / Technical Support
- Desktop Support
- Hardware & Networking
- Managed IT Services
- Field Service Management
- IT Asset Management
- Customer Support / Service Desk
Key Performance Indicators (KPIs)
- Ticket response and resolution time
- SLA compliance
- First Call Resolution (FCR)
- Ticket closure rate
- Escalation accuracy
- Customer satisfaction (CSAT)
- Ticket documentation quality
- Follow-up and pending-ticket management
What We Expect
- Ownership: Take responsibility for every assigned ticket until proper resolution or escalation.
- Discipline: Follow processes, SOPs, and SLA timelines.
- Communication: Clearly communicate technical issues and solutions to customers and internal teams.
- Learning Mindset: Continuously improve technical knowledge and troubleshooting skills.
- Customer First: Deliver a professional and positive support experience.
Career Growth
Successful candidates can progress from L1 Technical Support Engineer → L2 Engineer → L3/Specialist → Technical Lead / Support Manager, based on performance, technical expertise, and experience.
Jyoti Nagar/Jaipur 
1.2L-2L/Year 
Male/Female 
Category -
City -
Area -
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