Job Description

Position: IT Support Engineer – Level 1

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Location: Gandhinagar, Gujarat | Work From Office

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Shift: US Shift

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Experience: 0–3 Years

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Employment Type: Full-Time

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Industry: IT Services & Support

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Department: IT / Technical Support

About the Role n

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 n

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- Provide Level 1 technical support through phone, email, chat, and remote support tools .
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- Troubleshoot issues related to Windows 10/11, Microsoft 365, Outlook, networking, hardware, and user access .
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- Perform password resets, account unlocks, and basic Active Directory/user management .
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- Troubleshoot VPN, RDP, printers, peripherals, and basic connectivity issues.
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- Create, update, prioritize, and close support tickets with accurate documentation.
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- Follow troubleshooting procedures and maintain proper records of resolutions.
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- Monitor tickets based on priority, urgency, and business impact .
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- Escalate complex or unresolved issues to the appropriate Level 2/Level 3 teams.
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- Ensure timely resolution while maintaining a high level of customer service and client satisfaction .
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- Follow IT support processes, security guidelines, and established SLAs.
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Required Skills & Qualifications nn
- 0–3 years of experience in IT Support, Helpdesk,



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

Interested candidates can share their updated resume at:

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[email protected]

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📌 IT Support Engineer (Level 1) (Gandhinagar)
🏢 Growq
📍 Gandhinagar