About ProcDNA:

ProcDNA is a global rocket ship in life sciences consulting. We fuse design thinking with cutting-edge tech to create game-changing Commercial Analytics and Technology solutions for our clients. We're a passionate team of 350+ across 8 offices, all growing and learning together since our launch during the pandemic. Here, you won't be stuck in a cubicle - you'll be out in the open water, shaping the future with brilliant minds. Ready to join our epic growth journey?

Role Summary

ProcDNA is looking for a customer-focused and proactive IT Support Engineer (L1) to provide first-level technical support to employees across the organization. The role focuses on end-user support, issue triaging, basic troubleshooting, and service request fulfillment, ensuring timely resolution and high user satisfaction.

The L1 Support Engineer acts as the first point of contact for IT-related issues and plays a critical role in maintaining smooth day-to-day IT operations by resolving common issues and escalating complex problems to L2/L3 teams.

Key Responsibilities

End-User & Desktop Support

• Serve as the first point of contact for IT support requests via ticketing system, email, or chat.
• Troubleshoot and resolve common issues related to desktops, laptops, printers, peripherals, and mobile devices.
• Assist users with installation, configuration, and basic troubleshooting of operating systems and standard applications.
• Provide support for email, VPN, collaboration tools, and enterprise applications.

Account & Access Support

• Perform basic user account management tasks, including password resets, account unlocks, and standard access requests.
• Support Active Directory / Entra ID user management activities under defined procedures.
• Assist with new hire onboarding and employee offboarding tasks as per IT checklists.

Ticket Management & Escalation

• Log, track, update, and resolve tickets using the ITSM/ticketing system (ServiceNow, Freshservice, Jira, etc.).
• Ensure tickets are categorized, prioritized, and documented accurately.
• Escalate unresolved or complex issues to L2/L3 teams following defined escalation procedures.
• Follow up with users to ensure timely resolution and closure of tickets.

Hardware Setup & Support

• Assist in deployment, setup, and handover of IT equipment such as laptops, desktops, monitors, and accessories.
• Support basic hardware diagnostics and coordinate repairs or replacements as required.
• Maintain basic asset tagging and handover documentation.

Remote & Onsite Support

• Provide remote support using approved tools (RDP, TeamViewer, AnyDesk, etc.).
• Offer onsite support when required for office-based users and IT setup activities.

Documentation & Service Quality

• Maintain clear and accurate ticket notes and resolution details.
• Follow standard operating procedures (SOPs) and IT policies.
• Contribute to knowledge base articles for common issues and FAQs.
• Ensure high levels of customer satisfaction through timely communication and resolution.

Required Technical Skills

• Basic troubleshooting skills across hardware, software, and networking.
• Working knowledge of Windows OS; familiarity with macOS is a plus.
• Experience supporting Microsoft Office / Microsoft 365 applications.
• Basic understanding of Active Directory / Entra ID user management.
• Familiarity with ticketing systems (ServiceNow, Jira, Freshservice, Zendesk, etc.).
• Experience with remote support tools.
• Basic understanding of networking concepts such as IP addressing, DNS, LAN/WAN, and Wi-Fi.

Qualifications & Experience

• 1.5 – 3 years of experience in IT Helpdesk, L1 Support, or End-User Support roles.
• Hands-on experience supporting end-user devices and peripherals.
• Ability to manage multiple tickets in a fast-paced environment.
• Willingness to work in rotational shifts if required.

Communication & Interpersonal Skills

• Strong verbal and written communication skills.
• Customer-centric mindset with patience and empathy.
• Ability to explain technical concepts clearly to non-technical users.
• Good problem-solving and logical thinking skills.
• Team player with the ability to collaborate effectively with IT and business teams.

Preferred (Nice to Have)

• Exposure to ITIL-based service management.
• Basic knowledge of endpoint security or antivirus tools.
• Experience supporting remote or distributed teams.