Full job description Role Summary
The Level 1 IT Engineer provides first-line technical support to office-based and remote users , ensuring day-to-day IT services operate smoothly. This role focuses on desktop/laptop support, basic network troubleshooting, printer support, and basic support for physical security systems such as door access control, UPS and CCTV viewing/access .
Key Responsibilities
End-User Support (Onsite & Remote)
*Provide Level 1 IT support for incidents and service requests via phone, email, chat, and ticketing system.
*Troubleshoot common issues with Windows/macOS, standard business applications (e.g., Microsoft 365), and collaboration tools.
*Perform remote support using approved remote access tools to assist offsite users.
*Set up, configure, and troubleshoot desktops, laptops, monitors, mobile devices , and standard peripherals.
*Handle user account and access requests (e.g., password resets, basic access provisioning) following internal procedures.
*Escalate unresolved issues to Level 2/3 teams with clear troubleshooting notes and evidence.
Printer & Peripheral Support
*Install and configure local/network printers and drivers.
*Troubleshoot print issues (offline printer, queue stuck, driver errors, connectivity, basic hardware checks).
*Coordinate with vendors or facilities for hardware repair when needed.
Networking Skills
*Understanding of TCP/IP, DNS, DHCP, and basic network protocols
*Ability to configure and troubleshoot LAN/WAN connectivity
*Knowledge of network devices (switches, routers, access points)
*Basic troubleshooting of connectivity issues (ping, traceroute, ipconfig/ifconfig)
*Awareness of network cabling standards and patch panel management
*Ability to identify and resolve simple network faults
*Familiarity with Wi-Fi setup and troubleshooting
*Understanding of firewall basics and port management
Patching Skills
*Basic knowledge of operating system patching (Windows, macOS)
*Ability to follow patch management procedures
*Understanding of the importance of regular software updates for security
*Experience with tools like Windows Update, WSUS, SCCM and Manage Engine
*Ability to verify patch installation and troubleshoot failed updates
*Awareness of rollback procedures in case of patch issues
*Ability to communicate patch schedules and impacts to users
Basic Door Access & CCTV Support
*Provide basic support for door access control (e.g., verifying access issues, basic checks, reporting faults, coordinating with vendors/security/admins).
*Provide basic support for CCTV access/viewing (e.g., assisting authorized staff with login/access issues, basic workstation/client troubleshooting, escalating system faults).
*Maintain confidentiality and follow company security policies when handling physical security-related requests.
IT Operations & Asset Handling
*Prepare and deploy devices for new joiners (imaging/build, baseline apps, updates).
*Maintain accurate IT asset inventory (devices, accessories, assigned users).
*Document fixes, FAQs, and known issues in the knowledge base.
*Follow IT policies for security, patching, antivirus, and acceptable use.
Site Audits & Compliance Checks
*Conduct scheduled and ad-hoc IT audits of the site environment:
*Hardware/software inventory validation, license posture checks, and asset labelling accuracy.
*Workstation health checks (disk space, encryption status, AV/EDR status, backup status where applicable).
*Server room/IDF/MDF checks: cleanliness, access control, rack/cabling condition, UPS status and alerts.
*Maintain audit evidence and remediation actions in the ticketing/ITSM system.
Required Skills & Knowledge
Technical Skills (Must Have)
*2+ year (or equivalent hands-on experience) in IT support / service desk / desktop support.
*Basic troubleshooting knowledge of:
*Windows 10/11 (and exposure to macOS is an advantage)
*Microsoft 365 apps (Outlook, Teams, OneDrive)
*Hardware troubleshooting (laptops/desktops, docks, monitors)
*Printers (network printing concepts, drivers, queues)
*Basic networking concepts (IP address, DNS, Wi Fi, VPN, connectivity checks)
*Ability to support remote users and guide users clearly through troubleshooting steps.
*Ability to support remote users and guide users clearly through troubleshooting steps.
Physical Security Systems (Basic)
*Basic familiarity with door access systems, UPS and CCTV viewing/access concepts (user access, client access, basic fault identification and escalation).
*Comfortable working with security/admin teams and vendors while following access controls.
Professional Skills
*Strong customer service mindset; able to communicate technical concepts in simple terms.
*Good ticket documentation and time management.
*Ability to prioritize multiple requests in a fast-paced environment.
Qualifications
*Diploma or Bachelor’s degree in IT/Computer Science (or equivalent experience).
*Relevant entry-level certifications are beneficial (e.g., CompTIA A+, Microsoft fundamentals) but not mandatory.
*Willingness to work onsite as required and occasionally support after-hours activities (planned maintenance/onboarding) if needed.
Additional Notes (Preferred)
*Experience using a ticketing system (e.g., ServiceNow) is an advantage.
*Experience with basic onboarding/offboarding processes and device provisioning.