Tech Support Engineer L1

Responsibilities:

  • Monitor alerts received from systems and address or escalate as per established service
    levels
  • Respond to questions/requests received from clients and resolve issues/problems in a timely manner within scope of responsibility and abilities
  • Monitor and perform System maintenance activities as per the guidelines provided
  • Collaborate with cross-functional teams on application/process/network troubleshooting and escalate to level 2 as per agreed SLAs.
  • Escalate all unresolved issues timely as per established SLAs
  • Follow established support processes
  • Analyze and assist with the automation of manual support tasks where appropriate using AI or Scripts
  • Establish and maintain Code control for scripts using industry-standard tools

Qualifications:

  • Full-time: 2-3 years of experience in Technical support environment

Soft Skills:

  • Clear communications (listening, oral, and written communications)
  • Be a team player
  • Strong collaboration skills
  • Ability to work independently with minimal guidance
  • Ability to follow processes and learn quickly
  • Self-driven & proactive
  • Ability to work in shifts as needed
  • Ability to multitask
  • Customer Service Orientation

Technical Skills:

  • Windows Operating Systems – Server 2016, 2019
  • Microsoft Office tools, Office 365
  • Scripting Languages such as VBScript, Windows Batch
  • Web servers such as IIS, Apache Tomcat
  • Data Files moves and transfers (SFTP, WinSCP, MQ)
  • Working knowledge of SQL (backups, performance monitoring, basic queries)

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Tech Support Engineer L1

Resume: PDF under 4MB