IT Support Technician L1 (On-site) – Patna

About the role

We are looking for an experienced IT Support Technician (L1) to provide on‑site deskside assistance at our Patna location. You will be the first point of contact for end‑users, handling hardware, software and connectivity issues while ensuring compliance with security and ITIL standards.

Key responsibilities

• Deliver end‑to‑end technical support for desktops, laptops and peripherals.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks.
• Manage device lifecycle: configuration, patching, OS imaging and vendor hardware replacements.
• Use SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Install, update and patch approved software in line with IT policies.
• Provide remote and deskside support for MS Office, Outlook, VPN clients and other enterprise applications.
• Enforce security protocols, antivirus monitoring and desktop policy compliance.
• Offer VIP support and act as primary onsite contact during critical escalations.
• Troubleshoot printers, scanners and other peripheral devices.
• Assist with Active Directory user account management and smart‑hands support.
• Document incident resolutions, hardware inventory and technical guides.
• Support Windows OS environments, basic macOS devices and mobile devices.
• Follow ITIL processes for incident, problem and service request management.

Required profile

• Minimum 3 years of hands‑on IT support experience (L1/L2).
• Proven ability to work on‑site and interact directly with end‑users.
• Familiarity with corporate ITIL practices and security standards.

Required skills

• Windows operating systems
• SCCM (System Center Configuration Manager)
• Microsoft Intune
• ServiceNow ticketing platform
• Active Directory user management
• MS Office, Outlook and VPN client support
• Hardware troubleshooting, OS imaging and patch management
• Printer and scanner maintenance
• Basic macOS and mobile device support
• ITIL incident and problem management