Junior Support Engineer

Role Overview: As a L1 Support Engineer at HeadSpin, you will play a crucial role in ensuring the smooth operation of HeadSpin's device infrastructure both in the Cloud and On-Premises. Your primary responsibility will involve responding to incidents and outages, collaborating with internal teams, and working directly with global HeadSpin sites and Data Center smart hands to resolve issues efficiently. You will be part of an on-call rotation for incident response and will contribute to the maintenance and updates of critical software and network infrastructure. Key Responsibilities: - Triage and respond to tickets related to incidents and outages, generated by automated monitoring and customer reports - Follow and manage tickets until resolution, collaborating on and escalating tickets to other internal teams as needed - Work directly with global HeadSpin sites and Data Center smart hands to debug and recover systems and hardware - Respond to tickets and issues within set SLA response times, participating in a responsive and accountable issue management process - Be part of an on-call rotation for incident response and document workflow and playbooks for common issues and situations - Assist with maintenance and updates of critical software and network infrastructure, recommend device deployments, upgrades, and maintenance - Troubleshoot mobile device hardware, software, or network issues, engage effectively with stakeholders, and collaborate with remote team members Qualifications Required: - 0 to 2 years of experience in a technical support role - Bachelor's degree in computer science or a related field - Experience or knowledge with incident response related to network and software infrastructure - Familiarity with network fundamentals such as LAN, WAN, VLAN, Firewalls, Switches, Access Points, etc. - Proficiency with Operating Systems like Linux, MAC, Android, and iOS, and command line *nix tools - Knowledge of Google Workspace, Jira, Slack, Zoom, and other technologies - Familiarity with common issue management practices and tools, systematic troubleshooting, and problem-solving approach - Strong written and verbal communication skills, passion for learning new technology, and a drive for customer support excellence - Prioritization skills and ability to cross-train with other IT team members to enhance the team's knowledge base,