L1 Support Engineer

Key Responsibilities 

1. L1 IT Support & Troubleshooting 

• Manage and resolve support tickets through internal service management tools. 
• Provide first-level technical support to clients and internal users. 
• Troubleshoot Windows OS, Microsoft Outlook, Microsoft 365, Teams, printers, VPN connectivity, networking, antivirus, and desktop-related issues. 
• Provide remote technical support using AnyDesk, TeamViewer, Quick Assist, Zoho Assist, and other approved remote support tools. 
• Support users with internally developed software applications and third-party business applications. 
• Perform basic troubleshooting of LAN, Wi-Fi, IP, DNS, VPN, printer, and peripheral-related issues. 
• Identify recurring technical issues and report them to the IT Operations Manager. 
• Escalate unresolved or L2-level issues to the appropriate technical team with complete troubleshooting details. 
• Ensure proper ticket documentation, communication, follow-up, and closure comments. 
• Follow defined SLA timelines for response and resolution. 
• Maintain professional communication and customer service standards during all client interactions. 

2. Software Product Training & User Onboarding 

• Conduct software product demonstrations and basic training sessions for clients and internal staff. 
• Train users on the features, functionality, and standard operating procedures of company software products. 
• Assist new clients/users with initial product onboarding and configuration guidance. 
• Prepare and maintain basic user guides, training documents, FAQs, and knowledge-base articles. 
• Conduct refresher training sessions whenever new features or major product updates are introduced. 
• Identify common user difficulties and provide feedback to the Software/Product team for product improvement. 
• Maintain training records, including client/staff name, product, training date, topics covered, and completion status. 
• Ensure users understand the correct process for raising support tickets and reporting software issues. 

3. IT AMC Management 

• Maintain and regularly update the IT AMC master database for all clients. 
• Track AMC contracts for CCTV, networking, desktops, servers, printers, IT infrastructure, and other supported systems. 
• Monitor AMC start dates, expiry dates, renewal dates, scope of services, and contract status. 
• Coordinate with internal teams and clients regarding AMC service requirements and renewals. 
• Maintain proper documentation of AMC agreements, quotations, invoices, service reports, and renewal records. 
• Follow up with relevant teams before AMC expiry to ensure timely renewal. 
• Maintain a renewal calendar and provide advance alerts for upcoming AMC expiries. 
• Coordinate with the Sales and Accounts teams for AMC quotations, renewals, invoicing, and payment follow-up where required. 
• Ensure no critical AMC or service contract expires without proper escalation and action. 

4. License, Subscription & Renewal Management 

• Maintain records of IT software licenses, subscriptions, warranties, support contracts, and service renewals. 
• Track renewal dates for Microsoft 365, antivirus, firewall/security licenses, domains, hosting, SSL certificates, software subscriptions, and other IT services assigned to the role. 
• Maintain a centralized renewal tracker with vendor, product, client, quantity, start date, expiry date, renewal cost, and responsible person. 
• Send advance renewal reminders to the relevant internal teams and management. 
• Coordinate with vendors and internal departments for renewal quotations and required documentation. 
• Follow up on pending renewals and escalate critical or time-sensitive renewals. 
• Ensure renewal-related records and supporting documents are properly maintained. 

5. Ticketing & Service Management 

• Manage daily support tickets through internal ticketing systems. 
• Prioritize tickets based on severity, impact, and SLA requirements. 
• Maintain accurate ticket notes and troubleshooting history. 
• Follow up with users until resolution or appropriate escalation. 
• Monitor pending and aging tickets and proactively work toward closure. 
• Maintain service documentation and knowledge-based information. 
• Prepare basic support and service reports when required. 

Technical Skills & Knowledge 

• Windows 10/11 troubleshooting 
• Microsoft Outlook configuration and troubleshooting 
• Basic Microsoft 365 Administration 
• Microsoft Teams support 
• VPN troubleshooting 
• Printer and peripheral troubleshooting 
• Basic networking concepts – IP, DNS, LAN, Wi-Fi 
• Antivirus and endpoint support 
• Remote desktop troubleshooting 
• Basic understanding of software applications and SaaS products 
• Basic understanding of IT AMC and service contracts 
• Basic understanding of software licensing and subscription renewals 
• Good documentation and reporting skills 

Tools Exposure 

• TeamViewer 
• Quick Assist 
• Zoho Assist 
• Microsoft 365 
• Internal ticketing/service management tools 
• AMC & Renewal Tracking systems/spreadsheets