Job Description & How to Apply Below
ProcDNA is a global rocket ship in life sciences consulting. We fuse design thinking with cutting-edge tech to create game-changing Commercial Analytics and Technology solutions for our clients. We're a passionate team of 350+ across 8 offices, all growing and learning together since our launch during the pandemic. Here, you won't be stuck in a cubicle - you'll be out in the open water, shaping the future with brilliant minds.
Ready to join our epic growth journey
Role Summary
ProcDNA is looking for a customer-focused and proactive IT Support Engineer (L1) to provide first-level technical support to employees across the organization. The role focuses on end-user support, issue triaging, basic troubleshooting, and service request fulfillment, ensuring timely resolution and high user satisfaction.
The L1 Support Engineer acts as the first point of contact for IT-related issues and plays a critical role in maintaining smooth day-to-day IT operations by resolving common issues and escalating complex problems to L2/L3 teams.
Key Responsibilities
End-User & Desktop Support
Serve as the first point of contact for IT support requests via ticketing system, email, or chat.
Troubleshoot and resolve common issues related to desktops, laptops, printers, peripherals, and mobile devices.
Assist users with installation, configuration, and basic troubleshooting of operating systems and standard applications.
Provide support for email, VPN, collaboration tools, and enterprise applications.
Account & Access Support
Perform basic user account management tasks, including password resets, account unlocks, and standard access requests.
Support Active Directory / Entra management activities under defined procedures.
Assist with new hire onboarding and employee offboarding tasks as per IT checklists.
Ticket Management & Escalation
Log, track, update, and resolve tickets using the ITSM/ticketing system (Service Now, Fresh service, Jira, etc.).
Ensure tickets are categorized, prioritized, and documented accurately.
Escalate unresolved or complex issues to L2/L3 teams following defined escalation procedures.
Follow up with users to ensure timely resolution and closure of tickets.
Hardware Setup & Support
Assist in deployment, setup, and handover of IT equipment such as laptops, desktops, monitors, and accessories.
Support basic hardware diagnostics and coordinate repairs or replacements as required.
Maintain basic asset tagging and handover documentation.
Remote & Onsite Support
Provide remote support using approved tools (RDP, Team Viewer, Any Desk, etc.).
Offer onsite support when required for office-based users and IT setup activities.
Documentation & Service Quality
Maintain clear and accurate ticket notes and resolution details.
Follow standard operating procedures (SOPs) and IT policies.
Contribute to knowledge base articles for common issues and FAQs.
Ensure high levels of customer satisfaction through timely communication and resolution.
Required Technical Skills
Basic troubleshooting skills across hardware, software, and networking.
Working knowledge of Windows OS; familiarity with macOS is a plus.
Experience supporting Microsoft Office / Microsoft 365 applications.
Basic understanding of Active Directory / Entra management.
Familiarity with ticketing systems (Service Now, Jira, Fresh service, Zendesk, etc.).
Experience with remote support tools.
Basic understanding of networking concepts such as IP addressing, DNS, LAN/WAN, and Wi-Fi.
Qualifications & Experience
1.5 – 3 years of experience in IT Helpdesk, L1 Support, or End-User Support roles.
Hands-on experience supporting end-user devices and peripherals.
Ability to manage multiple tickets in a fast-paced environment.
Willingness to work in rotational shifts if required.
Communication & Interpersonal Skills
Strong verbal and written communication skills.
Customer-centric mindset with patience and empathy.
Ability to explain technical concepts clearly to non-technical users.
Good problem-solving and logical thinking skills.
Team player with the ability to collaborate effectively with IT and business teams.
Preferred (Nice To Have)
Exposure to ITIL-based service management.
Basic knowledge of endpoint security or antivirus tools.
Experience supporting remote or distributed teams.
Skills:
microsoft 360,hardware,communication,ticketing
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