Level 1 Technical Support Engineer

About the role

The Level 1 Support Engineer is the first point of contact for customer issues and is responsible for delivering high‑quality technical support across hardware, software, cloud, and operating systems. This role works in a high‑volume service desk environment, owning incidents from intake through resolution or escalation.

Key responsibilities

• Log and assess customer issues in the ITSM system and perform Level 1 troubleshooting for hardware, software, cloud services, Windows, and Linux.
• Resolve known issues using remote tools and knowledge articles, and identify recurring incidents for escalation.
• Serve as the primary contact for assigned cases, providing support via phone, email, and chat while maintaining clear communication and regular updates.
• Collaborate with Level 2 and Level 3 teams for escalated issues and document all actions, troubleshooting steps, and resolutions accurately.
• Participate in coaching, training, and continuous improvement initiatives, sharing knowledge with team members.

Required profile

• High School diploma or equivalent.
• Strong English written and verbal communication skills.
• Basic knowledge of Windows operating systems.
• Ability to work in a process‑driven environment with strong organizational skills and attention to detail.

Required skills

• Windows operating systems.
• Linux (preferred).
• Experience with ITSM systems for incident logging and tracking.
• Proficiency with remote troubleshooting tools.