IT Support Engineer (Service Desk L1)

About the role

The IT Support Engineer acts as the Single Point of Contact for all IT incidents and service requests from end users. Working within a Service Desk L1 environment, the role ensures tickets are logged, classified and resolved or escalated according to SLAs and ITIL best practices.

Key responsibilities

• Receive and respond to support requests via phone, email, chat and ITSM portal.
• Log, categorize, prioritize and assign tickets based on impact, urgency and SLA requirements.
• Provide first‑level remote support and aim for First Call Resolution where possible.
• Escalate incidents beyond L1 scope to appropriate support teams.
• Monitor ticket progress, follow up until closure and communicate updates to end users.
• Document resolutions, workarounds and troubleshooting steps in the knowledge base.
• Participate in major incident communication and ticket coordination.
• Support SLA monitoring and contribute to service performance reporting.

Required profile

• Minimum 5 years of experience in a large‑scale IT support environment.
• Proven experience with desktop platforms, software and business application support.
• Ability to remotely troubleshoot OS issues, install, upgrade and configure desktop and business applications.
• Experience ensuring compliance with licensing agreements and managing software renewals.

Required skills

• ITSM ticketing system usage.
• ITIL incident, request, problem and change management processes.
• Remote desktop support tools.
• Software license management tools.
• Desktop operating systems (Windows, macOS).