End User Support Engineers - L1 Support
Job in
New York City, Richmond County, New York, 10261, USA
Listed on 2025-12-01
Listing for:
TechDigital Group
Full Time
position Listed on 2025-12-01
Job specializations:
-
IT/Tech
IT Support, Technical Support, HelpDesk/Support, Systems Administrator
Job Description & How to Apply Below
End User Support Engineers - L1 Support
Role Responsibilities
- Analyse and troubleshoot technical issues faced by end-users, including software, hardware and system related problems. Providing timely and accurate solutions to resolve these.
- Interact with end-users professionally and emphatically. Address their concerns, answer queries and guide them through problem-solving steps.
- Utilize remote desktop tools to provide support.
- Evaluate and escalate complex issues to higher-level technical teams when necessary. Ensure critical problems receive prompt attention and resolution.
- Have a clear understanding of the escalation and Major Incident processes and your role within this.
- Work with colleagues across IT teams to resolve challenging technical issues. Share insights and contribute to continuous process improvement.
- Diagnose failures, troubleshoot hardware issues and guide users through basic maintenance tasks.
- Ensure all calls are logged using Service-Now, these include shoulder taps. Picking up calls in a timely manner and keeping the tickets updated as to your progress. Take ownership of the ticket.
Essential
Job Requirements:
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