L1 Support Engineer - Microsoft

Job Summary :

We are looking for a technically adept and customer-focused L1 Support Engineer to join our dynamic support team. In this role, you will be the first line of technical assistance for our clients, delivering outstanding customer service and resolving a wide range of IT issues. The ideal candidate will have a solid understanding of networking fundamentals, Windows OS troubleshooting, application management, and virtualization technologies, along with a strong passion for technology and problem-solving.

Key Responsibilities :

• Serve as the first point of contact for technical support via phone, email, and ticketing systems.
• Troubleshoot and resolve issues related to Windows OS, network connectivity, mail clients, and application functionality.
• Apply knowledge of networking fundamentals (DNS, DHCP, Gateway, VPN, and subnetting) to diagnose and resolve connectivity problems.
• Support user account and access issues using domain concepts and Active Directory.
• Install, configure, and manage applications to ensure smooth operation and user experience.
• Handle incidents and alerts as part of IT operations, utilizing tools like ServiceNow, ManageEngine, or BMC Remedy.
• Utilize virtualization tools and concepts, including VMware ESXi, vCenter, VM provisioning, and resource allocation.
• Perform basic monitoring, snapshot / restore operations, and VM-related tasks using VMware tools.
• Assist with basic cloud infrastructure support and demonstrate an understanding of cloud vs. on-prem environments.
• Engage in remote troubleshooting and log analysis to identify root causes.
• Collaborate with L2 / L3 and development teams for escalation and resolution of complex issues.
• Demonstrate leadership in managing challenging customer situations and driving issues to closure.
• Stay current with industry trends, tools, and best practices in IT support and infrastructure.

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