Job Description

 The Level 1 Support Engineer is responsible for providing first-line technical support to end-users. This role involves troubleshooting software issues, assisting with system setups, and ensuring a high level of customer satisfaction through effective communication and problem resolution. 

Key Responsibilities:

• Respond to incoming support requests via phone, email, or ticketing system.
• Diagnose and resolve basic technical issues related to software, and network connectivity.
• Escalate complex issues to Level 2 support or other relevant teams as necessary.
• Document all support interactions and resolutions in the ticketing system.
• Assist users with account setup, password resets, and software installations.
• Provide guidance on best practices for operating the software.
• Maintain knowledge of current technologies and tools to provide effective support.
• Participate in training sessions and team meetings to enhance skills and knowledge.
• Contribute to the development of support documentation and knowledge base articles.

 Working Conditions:

• 8x5 business hours only
• May require occasional evening or weekend work to meet project deadlines or support needs.
• Fast-paced environment with a focus on customer service.

Job Requirements

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Basic understanding of computer systems, networks, and troubleshooting techniques.
• Familiarity with operating systems (Windows, Linux) and common software applications.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.
• Previous experience in a technical support role is a plus but not required.

Skills