A Level One Engineer in a Service Desk role is typically an entry-level position in IT support. This role involves providing basic technical support to end-users, resolving common issues, and escalating more complex problems to higher-level support.

Experience Level:

• Entry-Level: Generally, 1-2 years of experience in IT support or a related field.
• Internship or Prior Experience: Some positions may require prior experience through internships, part-time jobs, or relevant coursework.

Required Skills and Certifications:

• Technical Skills:
  • Basic understanding of computer hardware, software, and networking concepts.
  • Familiarity with operating systems (Windows, macOS, Linux).
  • Knowledge of common software applications (Microsoft Office, email clients, etc.).
  • Basic troubleshooting skills for common issues (password resets, printer issues, connectivity problems).
• Preferred Certifications:
  • CompTIA A+: A foundational certification that covers essential IT skills, including troubleshooting, networking, and security.
  • ITIL Foundation: An understanding of IT service management best practices, focusing on delivering quality IT services.
  • Microsoft Certified: Fundamentals: Certifications like Microsoft 365 Fundamentals or Azure Fundamentals can be beneficial.
• Soft Skills:
  • Strong communication skills for effectively interacting with end-users.
  • Problem-solving abilities and a customer-focused approach.
  • Ability to work under pressure and manage multiple tasks simultaneously.

Typical Responsibilities:

• Providing first-level support to users via phone, email, or chat.
• Logging and categorizing support requests in a ticketing system.
• Resolving or escalating issues according to defined procedures.
• Assisting with user account management (password resets, access requests).
• Documenting solutions and maintaining knowledge bases.