Technical Support Engineer - Level 1

Technical Support Engineer – Level 1

In this role, you will be responsible for working with our customers to understand, document and resolve their service requests. You will have a strong sense of ownership, attention to detail and communication as you manage the request to resolution. Collaboration skills are important as you will work closely with our internal teams and partners, if required, to identify problems, follow procedures, and resolve them promptly.

Responsibilities

• Act promptly on incoming calls, tickets, alerts, emails, or chats to resolve customer and partner issues.
• Understand and explain technical and procedural concepts to both technical and non-technical audiences.
• Troubleshoot complex problems, analyzing issues, across a customer environment to provide effective solutions.
• Provide timely updates, both written and verbal to our customers, internal teams, and partners.
• Punctual and reliable attendance.
• Other duties as assigned.
  
  
  

Basic Qualifications

Technical qualification in Computer Science, Technology, Engineering or proven experience in technical support or customer-facing roles.

Excellent verbal and written communication skills.

Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.

Customer-focused and collaborative mindset with a passion for delivering exceptional service.

Troubleshooting and problem-solving skills, with the ability to analyze issues and provide effective solutions.

Ability to work independently and collaboratively within a team environment.

Must have at least one of the following:

• A fundamental understanding of IT infrastructure. Familiarity with firewall, switches, routers, servers, or storage concepts.
• A knowledge of operating systems (Windows, Lunix, Unix) and scripting.
• Windows server management / patching experience.
• Experience working with hardware such as Dell PowerEdge, HP ProLiant, NetApp FAS, EMC Mid-Range, EMC Enterprise-Storage, IBM P Series etc.
• You will be fully trained on our systems and processes and must demonstrate the ability to be self-motivated with a strong sense of ownership and attention to detail.
  
  
  

Preferred Qualifications

• A+
• CCNA or Equivalent
• ITIL foundation or higher
• Microsoft/CompTIA
• Azure Infrastructure
• Similar technical or customer service certification
  
  
  

Travel

• 5%