What are the responsibilities and job description for the IT Field Support Engineer position at TECEZE?
Preferred: Local Candidates
Job Summary
We are looking for an L1 IT Support Engineer to provide first-level technical support, handle user issues, and manage IT support tickets.
Key Responsibilities
- Provide first-level IT support to end users via phone, email, or ticketing system.
- Create, update, track, and close tickets using a ticketing tool.
- Troubleshoot basic hardware, software, and Windows OS issues.
- Assist users with password resets, account access, and login issues.
- Support desktops, laptops, printers, Microsoft Office 365, and Outlook.
- Troubleshoot basic network connectivity issues, including LAN and Wi-Fi.
- Escalate unresolved issues to L2 or L3 support teams.
- Follow up on open tickets and ensure timely resolution within SLA.
- Maintain proper documentation of incidents and service requests.
Required Skills
- 1–3 years of experience in L1 IT Support or Service Desk Support.
- Experience working with ticketing tools such as ServiceNow, Jira, or similar platforms.
- Basic knowledge of Windows OS, hardware, and software troubleshooting.
- Familiarity with Microsoft Office 365 and Active Directory.
- Basic understanding of networking concepts such as TCP/IP, LAN, and Wi-Fi.
- Good communication, customer service, and problem-solving skills.