IT Support Engineer (L1 / Front Desk Engineer)

End User Support

• Provide first-level (L1) support for hardware, software, operating systems, printers, scanners, and peripheral devices.
  
• Log, categorize, prioritize, track, and resolve incidents and service requests through the ticketing system.
  
• Perform basic troubleshooting for desktops, laptops, applications, email, Teams, VPN, Wi-Fi, and network connectivity issues.
  
• Escalate unresolved issues to the IT Infrastructure SME as per the defined escalation process.

Endpoint Management

• Provision and configure laptops, desktops, and peripherals.
  
• Perform software installation, updates, and standard configuration activities.
  
• Assist with patch deployment and endpoint compliance activities.
  
• Maintain endpoint inventory and asset records.

Identity & Access Management

• Create, modify, and disable user accounts as approved.
  
• Support password resets, MFA enrollment, and user onboarding/offboarding activities.
  
• Execute Joiner, Mover, and Leaver (JML) activities as per approved procedures.

Collaboration & Communication Support

• Support Microsoft Outlook, Teams, OneDrive, SharePoint, Zoom, and other collaboration tools.
  
• Assist users with mailbox access, shared folders, distribution lists, and conferencing issues.

Operational Activities

• Perform daily health checks of endpoints and critical services.
  
• Coordinate with vendors for hardware replacements and support calls.
  
• Support IT asset audits and inventory verification.
  
• Maintain documentation related to tickets, installations, and user support activities.

Reporting

• Update ticket status and maintain SLA compliance.
  
• Provide inputs for monthly service reports and operational reviews.