L1 Support Engineer

We are seeking an L1 Support Engineer to serve as the first point of contact for technical issues, providing fast triage and resolution of common problems.

Key Responsibilities:
- Act as first-line support for incoming tickets, calls, chats, and emails
- Triage, categorize, and prioritize issues by severity and impact
- Resolve common, known issues using runbooks and the knowledge base
- Perform basic troubleshooting across accounts, software, and access
- Log all interactions accurately in the ticketing system
- Escalate unresolved or complex issues to L2/L3 with full detail
- Follow up with users until tickets are resolved and closed
- Meet first-response and resolution SLAs and quality targets
- Contribute fixes and FAQs to the knowledge base

Qualifications:
- High school diploma or bachelor's degree in IT, Computer Science, or related field
- 1–2 years of L1/help-desk support experience
- Understanding of ITIL incident-management basics
- Familiarity with ticketing tools (e.g., Zendesk, Jira Service Management, Freshdesk)
- Basic knowledge of OS, networks, and common business applications
- Strong written and verbal English communication skills
- Willingness to work shifting schedules, including night shift

Preferred:
- Experience supporting SaaS or enterprise applications
- Basic SQL, scripting, or log-reading skills
- ITIL Foundation or relevant technical certification

Growth and Development