Role Overview

We are looking for an L1 IT / Network Support Engineer to provide first-level technical support for day-to-day IT infrastructure and network operations at the customer location.

The engineer will be responsible for monitoring, troubleshooting, and resolving basic IT, endpoint, network, and security-related issues, while escalating complex incidents to the appropriate L2/L3 teams.

Key Responsibilities

- Provide L1 technical support for desktops, laptops, printers, network connectivity, and other IT infrastructure.
- Monitor network and security infrastructure and identify alerts or service disruptions.
- Troubleshoot basic LAN/WAN, Wi-Fi, Internet and connectivity-related issues.
- Perform basic troubleshooting of switches, routers, firewalls and access points.
- Support user onboarding/offboarding, system configuration and basic access-related requests.
- Troubleshoot Windows OS, Microsoft 365, email, applications and endpoint-related issues.
- Assist with installation, configuration and maintenance of IT hardware and software.
- Monitor endpoint/security alerts and escalate incidents as per defined procedures.
- Perform basic checks on antivirus/EDR and other security solutions.
- Log, update and track incidents and service requests through the designated ticketing system.
- Maintain proper documentation of incidents, troubleshooting steps and resolutions.
- Follow defined SOPs, escalation matrix and SLA requirements.
- Coordinate with L2/L3 support teams, OEMs and other service providers whenever required.
- Maintain an inventory of IT assets and support documentation.
- Provide regular updates on open incidents and pending issues to the reporting manager/customer SPOC.

Required Technical Skills





- Good understanding of TCP/IP, DNS, DHCP, LAN/WAN and Wi-Fi.
- Basic knowledge of network switches, routers, firewalls and VPN.
- Hands-on experience with Windows operating systems and Microsoft 365.
- Basic understanding of endpoint security, antivirus/EDR and security best practices.
- Basic troubleshooting skills for hardware, software and network issues.
- Familiarity with IT ticketing/helpdesk systems.
- Good understanding of incident management and escalation processes.

Desired Skills

- Experience in an enterprise IT support / NOC / helpdesk setting.
- Exposure to network/security monitoring tools.
- Knowledge of any firewall platform such as Sophos, SonicWall, Fortinet, Cisco, etc.
- ITIL Foundation or relevant networking certification such as CCNA would be an advantage.

Soft Skills

- Strong troubleshooting and problem-solving approach.
- Good verbal and written communication.
- Ability to interact professionally with end users and customer teams.
- Good documentation and reporting skills.
- Ability to work independently as well as with remote L2/L3 teams.
- Willingness to learn and work in a customer-facing environment.

Key Performance Areas

- Timely response and resolution of L1 incidents.
- Adherence to agreed SLA and escalation timelines.
- Effective monitoring and identification of infrastructure issues.
- Accurate ticket updates and documentation.
- Reduction of recurring incidents through proper troubleshooting and escalation.

Pay: ₹30,000.00 - ₹40,000.00 per month

Experience

- network switches: 2 years (Preferred)
- firewalls : 2 years (Preferred)
- IT infrastructure: 2 years (Preferred)

License/Certification:
- CCNA certificate (Preferred)

Work Location: In person

📌 Desktop & Network Support Engineer (Bengaluru)
🏢 Techsol infosec private
📍 Bengaluru