Technical Support Engineer – Level 1

About the role

The Level 1 Support Engineer is the first point of contact for customer issues, providing high‑quality technical assistance across hardware, software, cloud services, and operating systems. This onsite position works in a high‑volume service desk environment, handling incidents from intake through resolution or escalation.

Key responsibilities

• Log and assess customer issues in the ITSM system and perform Level 1 troubleshooting for Windows, Linux, hardware, software, and cloud services.
• 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.
• Document all actions, troubleshooting steps, and resolutions accurately, and contribute to knowledge‑base improvements.

Required profile

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

Required skills

• Windows OS troubleshooting.
• Linux (preferred) familiarity.
• Remote troubleshooting tools.
• ITSM system usage.