IT Support Engineer Job Description and KRAs

An IT Support Engineer resolves technical issues for employees across hardware, software, accounts and connectivity, usually as part of a help desk. At the entry level they take tickets, troubleshoot problems, fix what they can and escalate the rest. A good IT support engineer resolves issues quickly, keeps users informed and records everything cleanly. The role sits in the IT support team and reports to an IT support lead or IT manager, and is a common first step into a wider IT career.

Detail	For this role
Department	Information Technology
Level	Entry level
Reports to	IT Support Lead
Direct reports	None
Experience	Fresher or up to 2 years in IT support

IT Support Engineer job description template

Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.

Job title: IT Support Engineer

Department: Information Technology

Reports to: IT Support Lead

Location: [City], [office, branch or site]

About the role

Key responsibilities

Take and log support tickets and calls, and set priority by impact and urgency.
Troubleshoot hardware, operating system, email and application issues for users.
Handle password resets, account setup and access changes with proper approvals.
Support connectivity issues with WiFi, VPN and network drives.
Install and update approved software and configure devices to standard.
Resolve issues remotely with support tools or in person at the desk.
Escalate network, server, security or application defects to the right team.
Update the knowledge base with fixes for common problems.
Follow up on open tickets and confirm resolution before closing.
Guide users on safe practices, phishing awareness and IT policies.

Requirements

Graduate or diploma in computer science, IT or a related field
Knowledge of Windows, hardware and basic networking
An A plus, N plus or ITIL foundation course is an advantage
Fresher or up to 2 years in IT support

KRAs and KPIs for a IT Support Engineer

Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.

Key result area	How to measure it
Resolution time	Tickets resolved within the service levels for each priority
First contact fixes	Share of tickets closed without escalation grown to the target
User satisfaction	Support satisfaction rating kept above the agreed level
Ticket hygiene	Every issue logged and updated so nothing is lost
Knowledge sharing	Common fixes documented in the knowledge base regularly
Escalation quality	Escalations raised with full detail so specialists act quickly

Skills and tools

Help desk supportWindows and office softwareHardware troubleshootingActive Directory basicsRemote support toolsNetworking basicsTicketing systemsPatienceClear communication

Tools used day to day: Ticketing system, Active Directory, Remote desktop tools, Windows, VPN client, Knowledge base.

Reporting line and career path

Moves up from: IT Trainee, Desktop Support Engineer, Fresher
Next roles: Senior IT Support Engineer, System Administrator, Network Engineer

Interview questions for a IT Support Engineer

How do you prioritise when several users report issues at once?
A user cannot log in after a password change. What do you check?
How do you troubleshoot a slow computer step by step?
When do you fix an issue yourself and when do you escalate?
How do you support a user working from home over VPN?
How do you keep a frustrated user calm while you work the issue?

Managing a IT Support Engineer in ZeniaHR

AttendanceOften on rotating shifts to cover extended help desk hours, managed through the shift catalogue and roster. Biometric at the office gate or web punch on the approved office network suits this role, and night shift and missed punch out alerts help track after hours cover.LeavePlan leave so the help desk always has enough hands, and use the leave calendar to avoid too many away at once. Leave goes to the reporting manager and then HR, and comp-off from worked weekly offs is granted by HR and held in the ledger.Performance and KRAsTrack resolution time and first contact fixes each month against the KRAs above. Confirm a new joiner through the manager's probation review rated 1 to 5, then hold the formal review each quarter and rate user satisfaction and escalation quality.

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Frequently asked questions

What does an IT support engineer do?

An IT support engineer resolves technical issues for employees across hardware, software, accounts and connectivity, usually on a help desk. They take and log tickets, troubleshoot problems, fix what they can and escalate the rest. They handle password and access requests, support remote users and keep a knowledge base of common fixes.

What is the difference between L1 and IT support?

L1 support is the first level of a tiered help desk that handles common issues and escalates harder ones. IT support engineer is a broader title that may cover L1 and L2 work: deeper troubleshooting, device setup and some administration. In small companies one engineer covers everything, while larger firms split support into tiers.

Is IT support a good career start in India?

Yes. IT support is a common entry role that builds troubleshooting, systems and communication skills across the whole office IT setup. It gives you exposure to hardware, networks, accounts and applications. Many engineers move from support into system administration, networking, cloud or application support as they gain experience and certifications.