Cloud Support Engineer L1

Cloud Support Engineer L1

Job Summary

As a Level 1 Cloud Support Engineer, you will be the first point of contact for customers experiencing issues with their cloud hosting services.

You will troubleshoot basic problems, escalate complex issues to L2 engineers, and ensure customer satisfaction through timely and effective problem resolution.

Key Responsibilities

Respond to initial customer inquiries via ticketing system, email, chat, and phone

Diagnose and resolve basic technical issues related to both Linux and Windows hosting environments

Monitor system health and performance, responding to alerts and notifications

Execute standard operating procedures for common issues

Perform basic server administration tasks

Document all customer interactions and technical solutions in the ticketing system

Escalate complex technical issues to L2 Support Engineers

Assist with routine maintenance tasks and scheduled updates

Provide clear and concise communication to customers throughout the support process

Required Qualifications

1-2 years of experience in technical support or system administration

Basic understanding of Linux and Windows server environments

Familiarity with web hosting technologies (HTTP, DNS, FTP, etc.)

Basic troubleshooting skills for common web hosting issues

Good understanding of network fundamentals

Strong customer service and communication skills

Ability to work in shifts to provide 24/7 support coverage

Preferred Qualifications

CompTIA A+, Network+, or Linux+ certification

Experience with cPanel, Plesk, or other control panel solutions

Basic scripting knowledge (Bash, PowerShell)

Knowledge of virtualization technologies

Experience with ticketing systems

Job Types: Full-time, Permanent, Fresher

Pay: ₹300,000.00 per year

Benefits:

• Provident Fund

Shift:

• Rotational shift

Experience:

• Cloud Support Engineer L1: 1 year (Required)
• Technical support: 1 year (Required)
• System administration: 1 year (Required)

Work Location: In person