
Support Engineer 1
3 days ago
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
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