L1 Support Engineer  

Key Responsibilities:

Incident Management: Acknowledge, triage, and escalate incidents efficiently according to the established process, ensuring they are mitigated within the defined SLAs.

Issue Triage: Analyze incoming issues, prioritize them based on severity, and determine if they can be handled at L1 or need escalation to higher-level support.

Collaboration: Work closely with multiple technical teams and external partners to resolve issues, and ensure the accurate communication of updates to stakeholders.

Follow-Up: Take appropriate actions to follow up on escalated incidents, ensuring timely resolution and adherence to SLAs.

Documentation: Record detailed information of the incidents, resolutions, and actions taken for future reference and analysis.

Customer Interaction: Maintain professional and effective communication with customers to ensure that they are kept informed on the progress of issue resolution.

Continuous Learning: Stay updated with new technologies and processes related to incident management and IT support.

Experience:

1-3 years of experience in incident triage or technical support. Experience with handling service requests and technical issues is essential.

Communication Skills: Proficient in both oral and written English to effectively document incidents and communicate with internal teams and customers.

Shift Flexibility: Willingness to work night shifts as part of the rotating schedule to ensure 24/7 support availability.

Technical Knowledge: Basic understanding of common IT issues and their resolution (e.g., system failures, software errors, network issues).

Microsoft Experience: Familiarity with Microsoft technologies such as Windows Server, Microsoft 365, and Azure is a plus.

Problem-Solving Ability: Ability to quickly assess and address issues or escalate them to the appropriate technical teams.

Skills Required:

Incident Management & Triage: Ability to categorize and prioritize incidents, ensuring they are handled quickly and according to defined SLAs.

Communication: Strong written and verbal communication skills to liaise with various teams and customers.

Collaboration: Ability to work with cross-functional technical teams and external vendors.

Attention to Detail: Ensure accurate documentation and follow-up of incidents for proper resolution.

Time Management: Effectively manage incidents and adhere to timelines, ensuring issues are resolved within the defined SLAs.

Preferred Qualifications:

• Experience with ITSM tools.
• Knowledge of networking, cloud computing, or Microsoft products.
• IT certifications (e.g., ITIL Foundation, CompTIA A+ or Network+).