L1 End-user Support Engineer

Join or sign in to find your next job Join to apply for the L1 End-user Support Engineer role at Dicetek LLC Join to apply for the L1 End-user Support Engineer role at Dicetek LLC Get AI-powered advice on this job and more exclusive features. Position Title: L1 End-User Support EngineerExperience Level: 1-3 YearsRole OverviewWe are hiring an L1 End-User Support Engineer to provide first-level support for technical issues faced by users. The ideal candidate should have experience in troubleshooting hardware, software, and networking issues, and be familiar with key support tools like SolarWinds, Dynatrace, ServiceNow, and Nexthink.Key ResponsibilitiesUser Support & Incident Detection: Provide initial support for issues related to desktops, laptops, printers, and mobile devices. Use tools like Nexthink to monitor and analyze endpoint performance and user experience. Escalate unresolved or complex issues to L2 teams through ServiceNow. Hardware & Software Troubleshooting: Assist with troubleshooting for hardware peripherals and connectivity issues. Support software installations, updates, and configurations on user devices. Use SolarWinds and Dynatrace for endpoint performance and health analysis. Incident Management & Resolution: Log all incidents in ServiceNow, categorize by priority, and resolve or escalate as required. Track open incidents for timely resolution. Keep users informed about status and resolution steps. User Account & Access Management: Support user account setup, password resets, and VPN or network access. Use Nexthink for endpoint activity and usage analytics. Documentation & User Training: Document troubleshooting steps and resolutions for internal knowledge sharing. Educate users on best practices for using their devices and common issues. Required QualificationsExperience: 1-3 years in technical support or helpdesk roles. Technical Skills: Basic knowledge of operating systems, productivity tools, and hardware troubleshooting. Tools: Experience with monitoring tools like SolarWinds, Dynatrace, Nexthink, and incident platforms like ServiceNow. Customer Service & Problem-Solving Skills: Strong customer focus and technical troubleshooting ability. Communication: Strong verbal and written communication skills. Seniority level Seniority level Not Applicable Employment type Employment type Contract Job function Job function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Dicetek LLC by 2x Sign in to set job alerts for “End User Support Specialist” roles. 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