L1 System Support Engineer

About the role

TOPPAN Security is seeking a motivated L1 System Support Engineer to join its global support team. This entry‑level position serves as the first point of contact for technical issues, offering a fast‑paced environment where you can build a solid foundation across software, hardware, and driver support.

Key responsibilities

• Receive and log support requests via ticketing system, email, phone, or chat.
• Perform initial troubleshooting of common software, hardware, and driver issues.
• Guide end users through basic setup, configuration, and resolution steps.
• Escalate unresolved or complex cases to L2/L3 teams with clear documentation.
• Follow established SOPs and maintain accurate ticket records.
• Assist with routine maintenance tasks such as software installations and updates under guidance.
• Track ticket status and follow up to ensure timely closure.

Required profile

• 0–2 years of experience in IT support, helpdesk, or related technical roles (including internships or projects).
• Strong foundational knowledge of computer software, hardware components, and drivers.
• Basic familiarity with Windows and/or Linux operating systems.
• Understanding of support processes and ticketing workflows; experience with Jira is a plus.
• Quick learner with a proactive ownership mindset.

Required skills

• Windows operating system
• Linux operating system
• Jira (or similar ticketing tools)