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
- Solid 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 Power Shell .
- 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.
- Collaborative and performance-driven work culture.
- Opportunities to enhance technical and customer-support skills.

How to Apply

Interested candidates can share their updated resume at:

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