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L1 Support Engineer

We are looking for a Level 1 Support Engineers who are smart, driven, curious, and empathetic, going out of their way to help customers and not resting until a problem is solved.

  • Assisting customers with Level 1 Support questions: help desk tickets, in-app live chat, and phone.

  • Escalating issues to Tier 2/3 Technical Support and development teams as necessary

  • Work in a team environment 7x24x365 with the ability to function with independent discretion during rotating shift work.

  • Ensure inquiries are responded within established timeframes and support service levels are achieved.

  • Pair Support and working closely with colleagues to learn and teach new technologies and support techniques.

  • Good Interpersonal Skills
  • Attention to details
  • Creative
  • Fast Learner
  • Suggest innovative ideas
  • Able to handle work pressure
  • Technology Lover
  • Multitask talent
  • Problem-Solving Ability
  • Time Management
  • Adaptability
  • Good listener
  • Ready to take new technological challenges

Additional consideration provided for individuals with the following experience:

  • Experience supporting a variety of platforms (Windows, Linux, Unix)

  • DevOps experience in AWS and/or Azure.

  • Knowledge of TCP/IP networking, load balancing, firewalls, HTTP, SSL, DNS, DHCP.

  • Excellent English written, verbal, and listening skills to convey complex technical issues to concerned stakeholders correctly for resolution.

  • Effective communication of technical solutions to non-technical customers.

  • Strong analytical and troubleshooting skills

  • Experience with a CRM or tracking system, extra consideration given for ServiceNow experience.

  • At least 2+ years, as a front-line agent experience in a technical support environment.

  • Bachelor’s degree in computer science, electronics engineering or other engineering or technical discipline is required.
  • Overtime compensation
  • 5 days work schedule
  • Annual leaves
  • Casual leaves
  • In-house training programs
  • Annual Review
  • Recreational activities