IT Support Engineer (L1/L2)
Skills
About This Role
Overview
Role & responsibilities
L1 Responsibilities
- Provide desktop/laptop support for Windows environments
- Handle user issues related to O365 (Outlook, Teams, OneDrive)
- Perform basic troubleshooting for hardware, software, and connectivity issues
- Support printer issues and basic network connectivity
- Log, track, and resolve tickets using ITSM tools (ServiceNow, Remedy, etc.)
- Provide remote support to users
- Escalate unresolved issues to L2/L3 teams
- Maintain logs and documentation
L2 Responsibilities
- Troubleshoot advanced issues related to:
- Windows OS, applications, and performance
- O365 services (Outlook, Teams, mailbox issues, access issues)
• Manage Active Directory (AD)
- User creation, modification, password resets, group policies (basic)
- Diagnose and resolve hardware/software failures
- Support network basics (IP, DNS, connectivity issues)
- Handle asset management and IT inventory tracking
- Participate in incident, change, and problem management processes
- Ensure adherence to SLA commitments
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