Job Description
Position: IT Support Engineer – Level 1
nLocation: Gandhinagar, Gujarat | Work From Office
nShift: US Shift
nExperience: 0–3 Years
nEmployment Type: Full time
nIndustry: IT Services & Support
nDepartment: IT / Technical Support
About the RolenGrowQ 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 Responsibilitiesn
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- Provide Level 1 technical support through phone, email, chat, and remote support tools.n
- Troubleshoot issues related to Windows 10/11, Microsoft 365, Outlook, networking, hardware, and user access.n
- Perform password resets, account unlocks, and basic Active Directory/user management.n
- Troubleshoot VPN, RDP, printers, peripherals, and basic connectivity issues.n
- Create, update, prioritize, and close support tickets with accurate documentation.n




- Follow troubleshooting procedures and maintain proper records of resolutions.n
- Monitor tickets based on priority, urgency, and business impact.n
- Escalate complex or unresolved issues to the appropriate Level 2/Level 3 teams.n
- Ensure timely resolution while maintaining a high level of customer service and client satisfaction.n
- Follow IT support processes, security guidelines, and established SLAs.n

Required Skills & Qualificationsn
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- 0–3 years of experience in IT Support, Helpdesk, Desktop Support, or Technical Support.n
- Basic to intermediate knowledge of:n
- Windows 10/11n
- Microsoft 365n
- Outlookn
- Active Directoryn
- Networking fundamentalsn
- VPN & RDPn
- Printers and hardware troubleshootingn
- Strong problem-solving and analytical skills.n
- Good verbal and written communication skills.n
- Ability to communicate confidently with US-based clients.n
- Ability t

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