Position: IT Support Engineer – Level 1
Location: Gandhinagar, Gujarat | Work From Office
Shift: US Shift
Experience: 0–3 Years
Employment Type: Full-Time
Industry: IT Services & Support
Department: IT / Technical Support
About the Role GrowQ is looking for an IT Support Engineer – Level 1 to provide technical assistance and first-level support to US-based clients and internal users. The ideal candidate should have strong troubleshooting and communication skills, a customer-focused approach, and a willingness to learn and grow in a US IT support environment.
Key Responsibilities Provide Level 1 technical support through phone, email, chat, and remote support tools .
Troubleshoot issues related to Windows 10/11, Microsoft 365, Outlook, networking, hardware, and user access .
Perform password resets, account unlocks, and basic Active Directory/user management .
Troubleshoot VPN, RDP, printers, peripherals, and basic connectivity issues.
Create, update, prioritize, and close support tickets with accurate documentation.
Follow troubleshooting procedures and maintain proper records of resolutions.
Monitor tickets based on priority, urgency, and business impact .
Escalate complex or unresolved issues to the appropriate Level 2/Level 3 teams.
Ensure timely resolution while maintaining a high level of customer service and client satisfaction .
Follow IT support processes, security guidelines, and established SLAs.
Required Skills & Qualifications 0–3 years of experience in IT Support,



Helpdesk, Desktop Support, or Technical Support .
Basic to intermediate knowledge of:
Windows 10/11
Microsoft 365
Outlook
Active Directory
Networking fundamentals
VPN & RDP
Printers and hardware troubleshooting
Strong problem-solving and analytical skills .
Good verbal and written communication skills.
Ability to communicate confidently with US-based clients .
Ability to work independently and handle multiple support requests.
Willingness to work in a US Shift / night shift environment .
Preferred / Good to Have Basic knowledge of PowerShell .
Exposure to Microsoft Entra ID / Azure AD .
Experience with ticketing/helpdesk tools .
Understanding of ITIL practices .
MSP (Managed Service Provider) experience is a plus.
Relevant IT certifications such as CompTIA A+, Network+, or Microsoft certifications are an advantage.
Key Competencies Customer Service Orientation
Technical Troubleshooting
Problem Solving
Communication Skills
Ticket & Time Management
Attention to Detail
Teamwork & Collaboration
Learning Agility
What GrowQ Offers Opportunity to work with US-based clients .
Exposure to a professional US IT support environment .
Learning and professional development opportunities.
Team-oriented and performance-driven work culture.
Opportunities to enhance technical and customer-support skills.
How to Apply Interested candidates can share their updated resume at:
[email protected]

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