Roles and Responsibilities of L1 Support Engineer to Consider Before Hiring

L1 Support Engineers for hire are not only about answering the phone when you call the help desk. Several essential responsibilities distinguish a technical support engineer from other help-desk roles. The L1 support engineer job is in charge of setting up, enhancing, and resolving software and hardware.

L1 support includes interacting with customers, understanding their problems, and creating tickets. Always consider hiring L1 support engineers who deliver precise technical instructions and have a problem-solving mindset.

L1 support engineers have basic product/service knowledge and can troubleshoot very basic issues such as password reset and software installation/un-installation/reinstallation. The technical support engineer is typically a mid-career position with high levels of job satisfaction.

Hire L1 support engineers who stay in the field for about multiple years before moving on to other tech roles. Individuals interested in a career in tech support should pursue a degree in computer engineering, computer science, engineering, or a technical discipline, depending on the type of company they want to work for. This job necessitates the following abilities:

● Technical expertise

● Communication, flexibility, patience, and problem-solving are examples of soft skills.

Roles and Responsibilities

A technical support engineer may have a wide range of responsibilities that necessitate a diverse skill set. Here are some key roles and responsibilities of an L1 support engineer:

Monitoring Systems

Continuous system and software monitoring are essential to being a technical support engineer. Monitoring tools, both offensive and defensive, are available to technical support engineers. The ultimate goal is to be proactive, detecting problems before they happen.

Troubleshooting and Resolution

Typically, technical support engineers have a running queue of issues they attempt to resolve. They are in charge of prioritizing and managing the workflow from start to finish. Some businesses may have a formal flow chart corresponding to tiers or levels to estimate time to completion, but smaller businesses may have to manage the workflow manually.

Customer Interaction

In addition to handling cases with customers who are experiencing software malfunctions, technical support engineers communicate with new employees during the on boarding process and provide ongoing training and education to customers.

Technical Expertise

Most businesses anticipate being a source of information and technical knowledge. Hands-on experience and professional development are more likely to result in this than academic learning. While the information technology support engineers receive requires patience, you should be able to communicate it meaningfully to those with less technical knowledge.


Businesses of all sizes employ L1 Support Engineers for hire. In a market where high outsourcing costs and turnover rates drive support services in-house, it is more important than ever for businesses to hire L1 Support Engineers. It supports growing IT teams and needs.

About Ecosmob

Ecosmob provides the service to hire expert VoIP developers to design and develop an array of business communication solutions. With the right blend of expertise and decade-long experience, developers can deliver the ultimate business telephony solutions to enhance productivity and efficiency. Ecosmob assures flexible hiring models to help businesses cater to their requirements according to their needs and budget.

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