Support Engineer 1

As an L1 Support Engineer, you will be responsible for handling initial client inquiries and troubleshooting common technical problems. You'll work closely with higher-level engineers to escalate more complex issues and ensure prompt and efficient resolution, maintaining high levels of customer satisfaction.

Responsibilities

• Respond to client inquiries and provide technical support via phone, email, and chat
• Diagnose and resolve basic hardware and software issues
• Document and track issues in the ticketing system
• Escalate complex problems to L2/L3 support teams
• Follow up with clients to ensure that issues are fully resolved
• Maintain technical documentation and service catalog
• Participate in team meetings and contribute to knowledge sharing

Qualifications

• 2+ years of experience in a technical support or customer service role
• Strong problem-solving and troubleshooting skills
• Excellent verbal and written communication skills
• Ability to work independently and manage multiple tasks simultaneously
• Customer-focused with strong interpersonal skills

Skills

• Basic networking knowledge
• Working knowledge of Python and VBA
• Familiarity with Windows/Linux operating systems
• Experience with ticketing systems like Jira or ServiceNow
• Proficiency in remote desktop tools
• Understanding of basic IT concepts and terms
• Strong time management and organizational skills