IT Support Engineer (Level 1)

GrowQ · India

Position: IT Support Engineer – Level 1

Location: Gandhinagar, Gujarat | Work From Office

Shift: US Shift

Experience: 0–3 Years

Employment Type: Full-Time

Industry: IT Services & Support

Department: IT / Technical Support

GrowQ is looking for an IT Support Engineer – Level 1 to provide technical assistance and first-level support to US-based clients and internal users. The ideal candidate should have strong troubleshooting and communication skills, a customer-focused approach, and a willingness to learn and grow in a US IT support environment.

• Provide Level 1 technical support through phone, email, chat, and remote support tools .
• Troubleshoot issues related to Windows 10/11, Microsoft 365, Outlook, networking, hardware, and user access .
• Perform password resets, account unlocks, and basic Active Directory/user management .
• Troubleshoot VPN, RDP, printers, peripherals, and basic connectivity issues.
• Create, update, prioritize, and close support tickets with accurate documentation.
• Follow troubleshooting procedures and maintain proper records of resolutions.
• Monitor tickets based on priority, urgency, and business impact .
• Escalate complex or unresolved issues to the appropriate Level 2/Level 3 teams.
• Ensure timely resolution while maintaining a high level of customer service and client satisfaction .
• Follow IT support processes, security guidelines, and established SLAs.

• 0–3 years of experience in IT Support, Helpdesk, Desktop Support, or Technical Support .
• Basic to intermediate knowledge of:
• Windows 10/11
• Microsoft 365
• Outlook
• Active Directory
• Networking fundamentals
• VPN & RDP
• Printers and hardware troubleshooting
• Strong problem-solving and analytical skills .
• Good verbal and written communication skills.
• Ability to communicate confidently with US-based clients .
• Ability to work independently and handle multiple support requests.
• Willingness to work in a US Shift / night shift environment .

• Basic knowledge of PowerShell .
• Exposure to Microsoft Entra ID / Azure AD .
• Experience with ticketing/helpdesk tools .
• Understanding of ITIL practices .
• MSP (Managed Service Provider) experience is a plus.
• Relevant IT certifications such as CompTIA A+, Network+, or Microsoft certifications are an advantage.

• Customer Service Orientation
• Technical Troubleshooting
• Problem Solving
• Communication Skills
• Ticket & Time Management
• Attention to Detail
• Teamwork & Collaboration
• Learning Agility

• Opportunity to work with US-based clients .
• Exposure to a professional US IT support environment .
• Learning and professional development opportunities.
• Collaborative and performance-driven work culture.
• Opportunities to enhance technical and customer-support skills.

Interested candidates can share their updated resume at:

hr@growq.net