FMS L1 End User Support Engineer

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.