I am a dedicated Technical Support Engineer (L1) with 3+ years of hands-on experience in providing fast, reliable, and customer-focused IT support. I specialise in troubleshooting laptops, desktops, printers, hardware issues, OS-level problems, application errors, and basic network connectivity issues. I have supported clients across various industries and consistently delivered quick resolutions with a strong focus on customer satisfaction. My goal is to provide professional remote IT support, ensuring that clients get seamless, efficient, and easy-to-understand technical assistance.
Key Skills & Expertise-
- Laptop & Desktop Troubleshooting
- Hardware Diagnostics (RAM, HDD/SSD, Motherboard, Printer issues)
- Windows OS Installation, Configuration & Recovery
- Application & Software Support
- Driver Installation & Update
- Network & Connectivity Troubleshooting (LAN/WiFi)
- Ticketing Tools (Jira, ServiceNow, Symphony, etc.)
- Remote Support Tools (TeamViewer, RDP)
- User Account Support (Password reset, basic Active Directory tasks)
- Email Client Configuration (Outlook, Gmail, etc.)
- Excellent Communication and Customer Handling Skills
Roles & Responsibilities (L1 Technical Support) -
- Provide first-level support for hardware, software, and network issues.
- Diagnose and resolve laptop/desktop issues, including slow system performance, boot issues, hardware faults, and driver problems.
- Troubleshoot printers, scanners, and peripheral devices.
- Resolve basic network issues such as connectivity failure, Wi-Fi problems, IP conflicts, and router reconfiguration.
- Assist users with application installation and configuration.
- Handle ticket logging, prioritisation, and timely resolution within SLA.
- Perform Windows OS installation, updates, and patching.
- Support users with Outlook configuration, email setup, and sync issues.
- Escalate unresolved issues to L2/L3 teams when needed.
- Maintain clear communication with clients and ensure customer satisfaction.