FAQs
What is the main responsibility of the L1 Service Desk Engineer?
The main responsibility of the L1 Service Desk Engineer is to be the first point of contact for end-users seeking technical assistance, providing support and troubleshooting for issues such as password resets, software installations, and resolving software-related problems.
What kind of support will I be providing in this role?
You will be providing first-level support for basic technical assistance, including password resets, software installations, and troubleshooting software issues over voice, chat, and email.
What qualifications are required for this position?
A Bachelor's degree in computer science, Information Technology, or a related field is required. IT-related certifications, such as CompTIA A, are a plus, along with 0-2 years of experience in a technical support role.
Is prior experience necessary for this role?
While prior experience is not mandatory, having 0-2 years of experience in a technical support role is preferred.
What technical skills are important for this position?
Important technical skills include hands-on experience with One Drive, Intune, Teams, and O365 applications, as well as familiarity with MAC OS X Mojave, High Sierra, Catalina, and basic knowledge of SCCM, VPN, and network devices.
What are the expected working hours for this position?
The role requires a willingness to work in a 24/7 environment, meaning candidates should be flexible and prepared to work shifts, including nights and weekends.
How many knowledge base documents are expected to be created weekly?
The expectation is to document and update solutions and knowledge base articles for future reference, with a target of 5 documents per week.
What customer service skills are required for this role?
Strong verbal and written communication skills, excellent customer handling abilities, and outstanding problem-solving skills are essential for providing effective technical support.
How do I handle unresolved issues?
You should escalate unresolved issues to L2 or the appropriate teams within the expected timeframe to ensure timely resolution.
What operational frameworks should I be familiar with?
A good understanding of operational frameworks like ITIL and operational processes is important for this role.