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.
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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 &

• Qualificationsn

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- 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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- Good 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 Havenn
- 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 Competenciesnn
- 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 Offersnn
- Opportunity to work with US-based clients.
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- Exposure to a professional US IT support workplace.
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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 ApplynInterested candidates can share their updated resume at:

n? [email protected]

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