**Job Summary:** We are looking for a technically adept and customer\-focused **L1 Support Engineer** to join our dynamic support team. In this role, you will be the first line of technical assistance for our clients, delivering outstanding customer service and resolving a wide range of IT issues. The ideal candidate will have a solid understanding of networking fundamentals, Windows OS troubleshooting, application management, and virtualization technologies, along with a strong passion for technology and problem\-solving. **Key Responsibilities:** * Serve as the first point of contact for technical support via phone, email, and ticketing systems. * Troubleshoot and resolve issues related to Windows OS, network connectivity, mail clients, and application functionality. * Apply knowledge of networking fundamentals (DNS, DHCP, Gateway, VPN, and subnetting) to diagnose and resolve connectivity problems. * Support user account and access issues using domain concepts and Active Directory. * Install, configure, and manage applications to ensure smooth operation and user experience. * Handle incidents and alerts as part of IT operations, utilizing tools like ServiceNow, ManageEngine, or BMC Remedy. * Utilize virtualization tools and concepts, including VMware ESXi, vCenter, VM provisioning, and resource allocation. * Perform basic monitoring, snapshot/restore operations, and VM\-related tasks using VMware tools. * Assist with basic cloud infrastructure support and demonstrate an understanding of cloud vs. on\-prem environments. * Engage in remote troubleshooting and log analysis to identify root causes. * Collaborate with L2/L3 and development teams for escalation and resolution of complex issues. * Demonstrate leadership in managing challenging customer situations and driving issues to closure. * Stay current with industry trends, tools, and best practices in IT support and infrastructure. **Tools and Technologies:** * **Virtualization \& Cloud:** VMware ESXi, vCenter, VM provisioning, VM snapshots, VMware Tools, VM monitoring, Datastore management, basic vMotion understanding * **IT Operations \& Monitoring:** Infrastructure alert management, Incident handling, NOC operations, Log review, Service ticketing systems * **Tools/Platforms:** Zerto, Veeam Backup, SolarWinds, N\-able, Active Directory, Azure AD **Qualifications:** * Bachelor’s degree in Computer Science, Information Technology, or a related field—or equivalent professional experience. * Proven experience in technical support roles with expertise in Windows OS, networking, and application troubleshooting. * Familiarity with virtualization platforms (VMware) and basic cloud computing concepts. * Strong communication skills with the ability to explain technical issues clearly and professionally. * Excellent analytical, troubleshooting, and problem\-solving abilities. * Ability to thrive in a fast\-paced, collaborative environment and manage tasks effectively under pressure. * Strong customer orientation and dedication to delivering top\-tier support.