Job Summary
We are looking for a motivated and customer oriented First Level Support Engineer to join our IT team. The candidate will be responsible for providing initial technical support, troubleshooting issues, and ensuring smooth operation of systems and applications.
Key Responsibilities
- Serve as the first point of contact for users seeking technical assistance.
- Respond to support requests via phone, email, or ticketing system.
- Diagnose and troubleshoot basic technical issues (hardware, software, network).
- Log and track all support tickets in the system.
- Escalate complex issues to second-level support when necessary.
- Follow up with users to ensure issues are resolved.
- Maintain documentation of common issues and solutions.
- Support system monitoring and basic log analysis.
- Assist in system setup and user account management.
Requirements
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
- 1–2 years of experience in technical support or help desk.
- Basic knowledge of:
- Operating Systems (Windows)
- Networking fundamentals
- Databases (basic SQL is a plus)
- Familiarity with ticketing systems (e.g., ServiceNow, Jira).
- Strong problem-solving and communication skills.
- Ability to work under pressure and handle multiple tasks.
Preferred Skills
- Experience in log analysis and troubleshooting applications.
- Knowledge of monitoring tools.
- Understanding ITIL processes.
- Basic scripting knowledge (PowerShell / Bash is a plus).
Soft Skills
- Good communication skills.
- Customer-focused mindset.
- Team player.
- Attention to detail.
Working Conditions
- Shift-based work may be required.
- On-call support if needed.
