L1 Engineer

L1 Engineer

About the Role

Key Responsibilities

• Provide first-level technical support to customers via phone, email, and chat.
• Follow established Standard Operating Procedures (SOPs) to resolve common issues.
• Document all interactions and troubleshooting steps in a clear and concise manner.
• Escalate complex issues to L2/L3 support teams as needed.
• Monitor system performance and identify potential issues.
• Collaborate with team members to ensure timely resolution of incidents.
• Contribute to the improvement of SOPs and knowledge base articles.
• Maintain a high level of customer satisfaction through professional and courteous service.
• Participate in training sessions to enhance technical skills and knowledge.
• Adhere to company policies and procedures.

Required Skills & Qualifications

• Strong and clear written and verbal communication skills.
• Customer-first mindset with a focus on providing excellent service.
• Empathy and strong stakeholder communication skills.
• Attention to detail and documentation discipline.
• Problem-solving and structured troubleshooting abilities.
• Ownership, urgency, and team collaboration skills.
• Ability to follow runbooks and improve them over time.
• Good understanding of collaboration tools like Microsoft Teams/Outlook/Webex.
• Basic understanding of networking concepts (TCP/IP, DNS, etc.).
• Familiarity with operating systems (Windows, Linux).
• Experience with ticketing systems (e.g., ServiceNow, Jira).
• Ability to work independently and as part of a team.
• Associate's or Bachelor's degree in a related field is a plus.