End User Support (Level 1)

Reporting to the Site Lead

Role Overview The Level 1 Support Technician is the primary point of contact for users and plays a key role in delivering high-quality IT service.

Person will be responsible for handling user requests and resolving common issues efficiently, while contributing to operational stability and a strong user experience.

This role operates in a fast-paced environment where service quality, structure, and continuous improvement are essential.

This position requires in office presence.

Key Responsibilities

End User Support

· Handle user requests via tickets, calls, or walk-ups

· Troubleshoot and resolve Level 1 incidents (workstations, access, applications)

· Escalate complex issues to Level 2 support

· Ensure proper follow-up and clear user communication

Incident & Request Management

· Log and document requests in the ticketing system

· Prioritize requests based on urgency and business impact

· Meet SLA targets and ensure service quality

Endpoint & Equipment Support

· Install, configure, and troubleshoot IT equipment

· Support peripherals (printers, monitors, accessories)

· Assist with IT asset management

Access & Corporate Tools

· Manage user accounts and access (e.g., Azure AD)

· Support Microsoft 365 tools (Outlook, Teams, SharePoint)

· Apply IT security best practices

Network & Infrastructure Support

· Perform basic troubleshooting of:

o LAN/WAN connectivity o Wi-Fi issues o Network printers o Internet connectivity o VPN access

· Monitor infrastructure alerts and report abnormalities.

Pharmaceutical Compliance Support

· Follow GxP, CSV, and Data Integrity requirements.

· Maintain proper documentation for IT activities.





· Support computer system validation activities when required.

· Ensure compliance with IT security and audit requirements.

Service & Continuous Improvement

· Maintain a high level of user satisfaction

· Identify recurring issues and contribute to improvements

· Support documentation and knowledge base updates

Documentation

· Maintain knowledge base articles and troubleshooting guides.

· Document recurring issues and resolutions.

· Assist in preparing SOPs and work instructions.

Required Qualifications

Education

· Bachelor's Degree or Diploma in:

o Information Technology o Computer Engineering o Computer Science o Electronics & Communication

Experience

· 2-3 years of experience in IT Service Desk or End User Support.

· Experience in pharmaceutical, healthcare, life sciences, or regulated industries preferred.

Technical Skills

Mandatory Skills

· Windows 10/11 Administration

· Microsoft 365 Support

· Active Directory

· Basic Networking (TCP/IP, DNS, DHCP)

· Printer and peripheral troubleshooting

· Remote support tools

· ITSM/Ticketing systems

· MDM Deployment (Microsoft InTune)

Preferred Skills

· Azure AD / Entra ID

· VPN Management

· Fortinet VPN Client Support

· Endpoint Security Solutions

· Knowledge of GxP and CSV environments

· SAP related support

Soft Skills

· Excellent communication skills.

· Strong customer service orientation.

· Problem-solving and analytical thinking.

· Ability to prioritize multiple issues.

· Team collaboration and professional attitude.

· Documentation and reporting skills.

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits

- Food provided
- Provident Fund

Work Location: Hybrid remote in Hyderabad, Telangana 500099

📌 FMS Engineer (Hyderabad)
🏢 VR3 Technologies
📍 Hyderabad