FMS L1 End User Support Engineer

Job Description

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 \& Skills** **Technical 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.