Service Desk Engineer L1
Cooperative Computing (CC): We accelerate growth minded companies into the automated economy.
The business market is in rapid change, with consumer behavior placing significantly high expectations on businesses at every phase in the client experience. Each day, we experience a company dramatically shifting “industry norms” and in many cases, removing historical market leaders from their market leading position. These elements create extraordinary opportunities for our team members to excel.
CC delivers superior client experiences as the premier digital enabler of growth minded enterprises enabling their rapid growth and ensuring their sustainable and smooth transition into the Automated Economy.
Our team is passionate about delivering client value and is fanatical in how we go about ensuring we deliver extraordinary business results for our clients. We are committed to growing as individuals first, becoming the best version of ourselves in who we have been created to be. We take responsibility in our thoughts and actions, know our purpose and our end in mind, and put these first in our lives.
- Be Fanatical and Passionate Delivering Superior Client Experiences - It’s who we are!
- Growth is Contagious - I grow, You grow, We all grow!
- Be Innovative - Looking at tomorrow today. We live outside our comfort zone; we ask difficult questions of ourselves; we take risks, and we are fearless to experiment and lead the way forward
- Show Empathy & Be Honest - Every single word spoken, or action performed for our Customers, Team Members, Partners & Stakeholders will be filled with kindness, candor and honesty
- High Performance - It’s not for everyone - Our culture is our team members. We make the lives of our fellow team members better by first recognizing “I” am a team member first. We measure our progress constantly to be a better version of ourselves with every new day
The Role:
To advance our mission of inspiring greatness and transforming the lives of others, our L1 Support Engineer will be responsible for providing technical assistance and support to end-users and clients for various software applications and IT infrastructure. Your role involves diagnosing and troubleshooting issues, resolving technical problems, and ensuring timely resolution of support tickets. You will collaborate with cross-functional teams to escalate complex issues and ensure seamless operations across applications, cloud infrastructure, physical network, and security domains. Your strong technical skills, emotional intelligence, and excellent communication will be essential in delivering high-quality support to users and maintaining a high level of customer satisfaction.
Capabilities (Key Behaviors):
The L1 Support Engineer is expected to have:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in technical support, system administration, or a related IT role.
- Strong knowledge of operating systems, software applications, and cloud technologies.
- Excellent English communication skills, both verbal and written.
- Identify and resolve technical issues related to applications, infrastructure, and networks.
- Provide exceptional customer service and support to end-users, maintaining a positive and helpful attitude.
- Manage and prioritize support tickets, ensuring timely resolution and adherence to SLAs.
- Assist users with software application usage, configuration, and troubleshooting.
- Provide support for cloud-based services and platforms, including account management and access issues.
- Diagnose and resolve basic network connectivity issues for end-users.
- Be vigilant about security concerns and escalate security incidents promptly.
- Provide application support to end users and help them understand the application features, in case of issues reported, Reproduce the error and coordinate with developers to fix the issue.
- Display empathy and emotional intelligence when interacting with end-users to build positive relationships.
- Take ownership of support tickets and ensure they are resolved to the user's satisfaction.
- Collaborate effectively with cross-functional teams to resolve complex issues and improve support processes.
- Maintain accurate and detailed documentation of support activities and issue resolutions.
- Provide remote support to end-users, troubleshooting issues without physical presence.
- Assist with basic hardware troubleshooting and replacement, when required.
- Stay updated with the latest technology trends and enhance technical knowledge.
- Identify potential issues proactively and take preventive measures to avoid recurring problems.
Results:
By leveraging these capabilities, the L1 Support Engineer will aim to achieve:
- Ensure timely resolution of support tickets to meet or exceed SLA requirements.
- Maintain a high level of customer satisfaction through exceptional support service.
- Minimize downtime for end-users by promptly resolving technical issues.
- Help users efficiently use software applications by providing adequate support and guidance.
