L1 Associate - Technical Support

Role Summary

First point of contact for all IT infrastructure-related incidents and service requests. Responsible for triaging, logging, and resolving or escalating technical issues within defined SLAs.

Key Responsibilities

1. Serve as the first line of support for hardware, software, network, and server-related issues via phone, email, or ticketing system
2. Log, categorize, and prioritize incidents using ITSM tools (ServiceNow, Jira, Freshdesk, etc.)
3. Perform basic troubleshooting for desktops, laptops, printers, LAN/WAN connectivity, VPN, and Active Directory
4. Reset passwords, unlock accounts, and manage basic user provisioning in AD/Azure AD
5. Escalate unresolved tickets to L2/L3 teams with detailed documentation
6. Monitor infrastructure alerts from tools like Nagios, Zabbix, or SolarWinds and raise incidents accordingly
7. Assist in asset management — tracking hardware inventory and lifecycle
8. Support onboarding/offboarding of users (account creation, device setup)
9. Follow ITIL-based incident and change management processes
10. Maintain knowledge base articles and update runbooks