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Job Description: 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 environment. 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: communication,documentation,troubleshooting,management,fms
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