: FMS L1 End User Support Engineer

Position Summary

We are seeking a customer-focused and reliable FMS L1 End User Support Engineer to provide frontline technical assistance across our enterprise setting. In this onsite role, you will be responsible for resolving day-to-day hardware, software, and network issues, managing service requests via ITSM platforms, and ensuring an exceptional user experience while maintaining compliance with established SLAs.

Key Responsibilities

- Frontline Technical Support: Deliver responsive L1 technical support for desktops, laptops, printers, and various end-user peripherals.
- Incident &
- Problem Troubleshooting: Diagnose and resolve operating system, email client, productivity suite, VPN, and application issues.
- ITSM &
- SLA Management: Log, track, and manage incidents and service requests through enterprise ITSM tools, ensuring strict compliance with SLAs.
- Hardware &
- Software Lifecycle: Execute hardware and software installations, configurations, and component troubleshooting.
- User Onboarding &
- Offboarding: Support user lifecycle management, including IT equipment provisioning, asset allocation, and secure handovers.
- Escalation &
- Collaboration:



Coordinate effectively with L2/L3 support tiers and external vendors for complex or unresolved technical issues.
- Documentation &
- Asset Tracking: Maintain accurate asset inventory records and documentation for all support activities.
- Client Engagement: Deliver high-quality onsite support with a strong focus on professionalism, responsiveness, and customer satisfaction.

Required Qualifications &

- SkillsTechnical Proficiency

- Operating Systems &
- Productivity: Windows 10/11, MS Office, Outlook, Gmail, and Google Sheets.
- Hardware Diagnostics: Comprehensive desktop, laptop, printer, and peripheral hardware troubleshooting experience.
- Networking &
- Connectivity: Working knowledge of TCP/IP, DNS, DHCP, and Wi-Fi configurations.
- Directory Services &
- Backup: Familiarity with Active Directory basics and backup monitoring procedures.
- Service Management: Proficiency in enterprise ticketing systems (ITSM, ServiceNow, or Freshservice).

Soft Skills

- Communication: Clear verbal and written communication skills.
- Customer Handling: Proven ability to manage end-user expectations professionally, resolve user frustrations, and provide a positive support experience.

Skills: troubleshooting,documentation,fms,customer,management

📌 FMSEnd User Support Engineer (Mumbai)
🏢 Neev
📍 Mumbai