L1 Support Engineer
The L1 Support Engineer is responsible for providing first-line technical support to customers and internal users by diagnosing and resolving basic technical issues related to networking, operating systems, applications, and cloud environments. The role serves as the initial point of contact for technical incidents and service requests, ensuring prompt resolution or escalation in line with defined service levels.
Working within a structured support environment, the engineer collaborates closely with Level 2 and Level 3 teams to escalate complex issues while maintaining accurate documentation and ensuring a high standard of customer service. The role also contributes to maintaining system stability, improving knowledge sharing, and supporting continuous service improvement.
Responsibilities:
- Provide first-level technical support to customers through various channels, including phone, email, and ticketing system.
- Diagnose and troubleshoot technical issues related to networking, Windows OS, mail clients, and applications.
- Understand and handle basic networking concepts such as DNS, DHCP, Gateway, and VPN.
- Utilize knowledge of subnetting to analyze and resolve network-related issues.
- Demonstrate proficiency in domain concepts and Active Directory terminologies to support user accounts and access management.
- Install, configure, and manage applications, ensuring seamless user experience.
- Possess a basic understanding of cloud computing and familiarity with underlying physical infrastructure (cloud vs. on-premise computing).
- Utilize knowledge in VMware solutions, including vSphere and vCenter, to address customer queries effectively.
- Display leadership skills in handling technically challenging customer situations, resolving issues efficiently and effectively.
- Communicate clearly and professionally, both verbally and in written English, to interact with customers and gather relevant information.
- Showcase excellent troubleshooting skills to identify root causes and provide timely solutions.
- Collaborate with other teams, including L2/L3 support and development, to escalate and resolve complex issues.
- Apply logical and critical thinking to analyze problems and propose innovative solutions.
- Demonstrate a passion for technology and customer support, staying updated with the latest industry trends and best practices.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
- Proven experience in providing technical support and troubleshooting for networking, Windows OS, and applications.
- Familiarity with basic cloud computing concepts and virtualization technologies (VMware).
- Strong leadership, communication, and interpersonal skills.
- Ability to work under pressure, prioritize tasks, and meet deadlines.