Role - L1 Support Engineer
Location: [On-site]
Job Type: Full-time
Experience: 3–5 years
Education: Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent)
Shift: Rotational (Night Shift)
Role Overview
As an experienced L1 Support Engineer, you will be the first point of contact for technical support, ensuring the smooth operation of IT systems and services. You will handle a wide range of support tasks, from basic troubleshooting to proactive monitoring, while collaborating with L2 and L3 teams for escalations. You will also leverage AI-powered copilots and automation tools to enhance support efficiency and client satisfaction.
Key Responsibilities
Ticket Management & Client Support
· Respond to and resolve client tickets using ConnectWise RMM and other support platforms.
· Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system.
· Escalate unresolved or complex issues to L2/L3 teams with detailed context and logs.
User Support & Lifecycle Management
· Assist with onboarding and offboarding processes, including user account setup and deactivation.
· Provide basic support for Microsoft 365 and Google Workspace environments.
Microsoft Azure & Entra ID Support
· Perform basic Azure tasks such as:
· Managing virtual machines
· Monitoring storage accounts
· Supporting Azure Virtual Desktop (AVD) sessions
· Assisting with user access and permissions in Microsoft Entra ID
Microsoft 365 Support
· Perform basic tasks such as:
· Managing users and groups
· Provisioning of shared mailbox, distribution list
· Mail flow rules
Windows OS & Desktop Support
· Troubleshoot Windows login issues, profile corruption, and performance problems.
· Install and update patches, manage local user accounts, and map network drives.
Network & Connectivity Troubleshooting
· Perform basic LAN/Wi-Fi troubleshooting, including IP configuration and DNS resolution.
· Monitor network alerts and escalate critical issues to L2 / L3 engineers.
Infrastructure & System Monitoring
· Monitor infrastructure health using 24x7 and escalate critical alerts.
· Perform routine maintenance and basic troubleshooting for:
· Printers, email, and VoIP systems (e.g., 8x8, Nextiva)
· Antivirus and EDR platforms (e.g., SentinelOne, CrowdStrike Falcon)
· Backup systems (e.g., Datto for M365/Google Workspace, MSP360 for servers/desktops)
· Web hosting platforms (e.g., Kinsta)
Security & Awareness Support
· Support email security configurations and spam filtering using Proofpoint.
· Assist in phishing simulations and security awareness training using KnowBe4.
Provide basic support for VMware environments:
· Monitor virtual machines and report performance issues.
· Escalate complex virtualization problems to higher-tier teams.
Tools and Platform Awareness
- Cloud Platforms: Microsoft Azure, AWS (preferred).
- Productivity Suites: Microsoft 365, Google Workspace
- OS & Virtualization: Windows Server, Linux (preferred), VMware/Hyper-V.
- Storage: SAN, NAS.
- Networking: Basic knowledge of TCP/IP, DNS, DHCP, VPN, VLANs, firewalls.
- Email Security: Proofpoint.
- EDR: Sentinelone / CrowdStrike.
- Automation & AI: PowerShell, AI copilots, Power Automate.
- Backup & DR: Datto, MSP360, Veeam.
- Monitoring & Management: ConnectWise RMM, Site24x7
- Ticketing Tool: ConnectWise PSA
- Web Hosting: Kinsta
- Phishing Simulation & Training: KnowBe4
- VOIP: 8x8, Nextiva
Soft Skills
- Strong verbal and written communication skills.
- Creative thinking and analytical problem-solving.
- Ability to manage time effectively and prioritize tasks.
- Team-oriented mindset with a proactive attitude.
- Eager to learn and adapt to new technologies and AI tools.
Qualifications
- 3–5 years of experience in IT support or a related field.
- Bachelor’s degree in computer science, Information Technology, or equivalent.
- Relevant certifications (e.g., CompTIA A+/ N+, Microsoft Certified) are a plus.
- Demonstrated experience using AI tools or automation in IT support is highly desirable.
Skills Required
- 3-5 years of experience in IT support or related field
- Bachelor's degree in Computer Science, Information Technology, or equivalent
- Experience with ConnectWise RMM and ConnectWise PSA (ticketing/remote management)
- Proven experience supporting Microsoft 365 and Google Workspace
- Basic Microsoft Azure tasks and Microsoft Entra ID user/access support, including AVD support
- Windows OS and desktop support (login/profile issues, patching, local accounts, drive mapping)
- Basic virtualization support (VM monitoring) for VMware or Hyper-V
- Basic networking knowledge (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls)
- Familiarity with EDR and antivirus platforms (SentinelOne, CrowdStrike Falcon)
- Experience with backup and DR tools (Datto for M365/Google Workspace, MSP360, Veeam)
- Experience with email security tools (Proofpoint) and phishing simulation platforms (KnowBe4)
- Familiarity with VoIP systems (8x8, Nextiva) and printer/email troubleshooting
- Experience using monitoring and management tools (Site24x7, ConnectWise RMM)
- Ability to document incidents and escalate to L2/L3 with detailed logs
- On-site availability and ability to work rotational night shifts
- PowerShell and experience with automation tools (Power Automate)
- Familiarity with SAN/NAS storage concepts
- Experience with Linux administration
- Experience with AWS
- Relevant certifications (CompTIA A+/N+, Microsoft Certified)
- Demonstrated experience using AI tools or AI copilots in IT support
What We Do
NextHire Consulting is an AI-driven recruiting platform that streamlines the hiring process for companies. By leveraging AI agents for sourcing, screening, and interviewing, the platform enables teams to focus on pre-qualified finalists. It provides data-driven insights into candidate soft skills and behavioral styles, aiming to disrupt traditional recruitment models with efficient, automated, and science-based talent acquisition solutions for businesses of all sizes.
