End-User Hardware Support (Primary Responsibility)
Desktop / Laptop basic troubleshooting
OS boot issues, slowness, hanging issues
Peripheral support:
Keyboard / Mouse / Monitor
Printer support:
Toner replacement
Paper jams
Basic configuration / connectivity
Asset verification & basic health checks
Hardware Desktop/ Laptop Part Replacement , Assembling and configuration.
Printer Support (Branch Critical)
Install & configure printers (USB / Network)
Troubleshoot:
Printing issues / no output
Driver issues
Spooler errors
Coordinate with vendor for:
Hardware faults
Consumables (toner/cartridge)
Maintain printer status (working / down)
Network Level‑1 Support
Basic network troubleshooting:
LAN connectivity issues
IP configuration issues
Network port checking
Check:
Switch port status (LED / basic connectivity)
Cable issues / LAN patching
Wireless (basic):
Wi-Fi connectivity issues
Escalate to L2 for:
Router / firewall / WAN issues
ITSM Tickets Handling
Acknowledge tickets within SLA
Perform first-level diagnosis
Resolve basic issues within defined TAT
Update ticket with:
Issue details
Action taken
Closure remarks
Proper categorization & tagging of tickets
Asset Management
Asset installation & handover
Asset tagging & verification
Support in:
Asset movement
Asset mapping / remapping
Maintain asset health status
Basic IT Compliance Support
Ensure systems are:
Domain joined
Antivirus active
Check compliance tools (basic level):
CrowdStrike / Trellix agent running
Report non-compliant systems
User Coordination & Support
Provide on-call / desk-side support
Communicate resolution status to users
Collect issue details properly before action
Vendor Coordination (Basic)
Log calls with OEM/vendor
Follow-up for:
Spare parts
Engineer visit
Share required details:
Serial number
Issue description
Escalation Handling
Identify:
Non-resolvable issues
Repeat incidents
Escalate to:
L2 Engineer
Vendor support
Highlight SLA breach risk
Reporting & Documentation
Daily ticket tracking
Maintain:
Pending / resolved tickets
Downtime details
Share updates to TL/Manager