Level 1 Support Engineer – Customer Service Desk

About the role

The Level 1 Support Engineer is the first point of contact and primary service owner for our customers. This role operates in a high‑volume service desk environment, supporting hardware and software across retail, payment, and cloud services.

Key responsibilities

• Intake issues into the ITSM system, ensuring accurate problem definition and severity alignment.
• Perform Level 1 troubleshooting across hardware, software, and cloud services, using remote access tools and knowledge‑base articles.
• Own incidents and service requests from initial contact through resolution or escalation, providing clear communication and status updates.
• Escalate incidents when resolution is not achievable at L1, retaining ownership of escalated cases.
• Maintain detailed incident records in the ITSM system and contribute to knowledge‑article improvements.
• Collaborate with Level 2 and Level 3 teams for smooth handover and high‑quality outcomes.
• Participate in coaching, feedback, and continuous‑improvement initiatives.

Required profile

• High School diploma or equivalent.
• Strong written and verbal communication skills in English.
• Ability to work in a structured, process‑driven support environment.
• Comfortable with a 24/7 operational support model and cross‑team collaboration.
• Attention to detail and strong organisational skills.

Required skills

• Basic understanding of POS, payment, and retail systems.
• Knowledge of Windows operating systems and networking basics.
• Hardware and software troubleshooting experience.
• Familiarity with basic SQL DML queries for data validation.
• Experience with Linux environments (desirable).
• Proficiency with remote access tools and ITSM incident management.