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We seek an L1 Technical Support Engineer to be the first point of contact for customers needing technical assistance via phone, email, or chat. The role involves troubleshooting basic issues, resolving problems, and escalating complex cases to L2 support.
Key Responsibilities
- Respond to and resolve customer queries through various channels.
- Diagnose and fix basic hardware/software issues.
- Escalate unresolved issues to appropriate teams.
- Maintain detailed records and document knowledge in the ticketing system.
- Collaborate with IT teams and ensure customer satisfaction.
Qualifications
- Degree in Computer Science, IT, or related field (or equivalent experience).
- 0-2 years in technical support or helpdesk.
- Basic tech knowledge and familiarity with help desk software.
- Strong communication, problem-solving, and customer service skills.
- Ability to work shifts, including nights, weekends, and holidays.
Working Conditions
- Fast-paced environment with shift work required.
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