Level 1 IT Engineer (End-User Support - Onsite & Remote)

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)

1. Provide Level 1 IT support for incidents and service requests via phone, email, chat, and ticketing system.
2. Troubleshoot common issues with Windows/macOS, standard business applications (e.g., Microsoft 365), and collaboration tools.
3. Perform remote support using approved remote access tools to assist offsite users.
4. Set up, configure, and troubleshoot desktops, laptops, monitors, mobile devices , and standard peripherals.
5. Handle user account and access requests (e.g., password resets, basic access provisioning) following internal procedures.
6. Escalate unresolved issues to Level 2/3 teams with clear troubleshooting notes and evidence.

Printer & Peripheral Support

1. Install and configure local/network printers and drivers.
2. Troubleshoot print issues (offline printer, queue stuck, driver errors, connectivity, basic hardware checks).
3. Coordinate with vendors or facilities for hardware repair when needed.

Networking Skills

1. Understanding of TCP/IP, DNS, DHCP, and basic network protocols
2. Ability to configure and troubleshoot LAN/WAN connectivity
3. Knowledge of network devices (switches, routers, access points)
4. Basic troubleshooting of connectivity issues (ping, traceroute, ipconfig/ifconfig)
5. Awareness of network cabling standards and patch panel management
6. Ability to identify and resolve simple network faults
7. Familiarity with Wi-Fi setup and troubleshooting
8. Understanding of firewall basics and port management

Patching Skills

1. Basic knowledge of operating system patching (Windows, macOS)
2. Ability to follow patch management procedures
3. Understanding of the importance of regular software updates for security
4. Experience with tools like Windows Update, WSUS, SCCM and Manage Engine
5. Ability to verify patch installation and troubleshoot failed updates
6. Awareness of rollback procedures in case of patch issues
7. Ability to communicate patch schedules and impacts to users

Basic Door Access & CCTV Support

1. Provide basic support for door access control (e.g., verifying access issues, basic checks, reporting faults, coordinating with vendors/security/admins).
2. Provide basic support for CCTV access/viewing (e.g., assisting authorized staff with login/access issues, basic workstation/client troubleshooting, escalating system faults).
3. Maintain confidentiality and follow company security policies when handling physical security-related requests.

IT Operations & Asset Handling

1. Prepare and deploy devices for new joiners (imaging/build, baseline apps, updates).
2. Maintain accurate IT asset inventory (devices, accessories, assigned users).
3. Document fixes, FAQs, and known issues in the knowledge base.
4. Follow IT policies for security, patching, antivirus, and acceptable use.

Site Audits & Compliance Checks

1. Conduct scheduled and ad-hoc IT audits of the site environment:
2. Hardware/software inventory validation, license posture checks, and asset labelling accuracy.
3. Workstation health checks (disk space, encryption status, AV/EDR status, backup status where applicable).
4. Server room/IDF/MDF checks: cleanliness, access control, rack/cabling condition, UPS status and alerts.
5. Maintain audit evidence and remediation actions in the ticketing/ITSM system.

Required Skills & Knowledge

Technical Skills (Must Have)

1. 2+ year (or equivalent hands-on experience) in IT support / service desk / desktop support.
2. Basic troubleshooting knowledge of:
3. Windows 10/11 (and exposure to macOS is an advantage)
4. Microsoft 365 apps (Outlook, Teams, OneDrive)
5. Hardware troubleshooting (laptops/desktops, docks, monitors)
6. Printers (network printing concepts, drivers, queues)
7. Basic networking concepts (IP address, DNS, Wi Fi, VPN, connectivity checks)
8. Ability to support remote users and guide users clearly through troubleshooting steps.
9. Ability to support remote users and guide users clearly through troubleshooting steps.

Physical Security Systems (Basic)

1. Basic familiarity with door access systems, UPS and CCTV viewing/access concepts (user access, client access, basic fault identification and escalation).
2. Comfortable working with security/admin teams and vendors while following access controls.

Professional Skills

1. Strong customer service mindset; able to communicate technical concepts in simple terms.
2. Good ticket documentation and time management.
3. Ability to prioritize multiple requests in a fast-paced environment.

Qualifications

1. Diploma or Bachelor’s degree in IT/Computer Science (or equivalent experience).
2. Relevant entry-level certifications are beneficial (e.g., CompTIA A+, Microsoft fundamentals) but not mandatory.
3. Willingness to work onsite as required and occasionally support after-hours activities (planned maintenance/onboarding) if needed.

Additional Notes (Preferred)

1. Experience using a ticketing system (e.g., ServiceNow) is an advantage.
2. Experience with basic onboarding/offboarding processes and device provisioning.