1st Line Support Engineer - Hybrid
Ascom•Durham, NC
•Hybrid
About The Position
Provides technical support to customers by resolving incidents, service requests and system alerts. Focuses on first-level troubleshooting and escalation of issues for our customers through high quality service delivery.
Requirements
- Experience with remote access tools and user support
- Strong working knowledge of JIRA, SharePoint, ERP systems, and ServiceNow
- Bachelor’s degree, vocational training, or equivalent experience in IT, Telecommunications, or a related field
- 1-2 years working in Customer Support, Technical Helpdesk or Service Operations
Nice To Haves
- Certifications in Customer Support or Customer Service a plus
Responsibilities
- Execute assigned tasks within defined procedures, ensuring accurate incident handling and resolution
- Communicate effectively with customers and internal teams to clarify issues, update status, and coordinate service activities.
- Work closely with cross-functional teams and directly with customers.
- Apply standard troubleshooting steps and processes to resolve known issues, escalating unresolved or complex problems to 2nd Line Support or senior team members.
- Act as the first point of contact for all incoming service requests, incidents, and alerts. Handle typical hardware and software issues, problems with network access or end user handling, and standard product troubleshooting.
- Diagnose and resolve standard technical issues using predefined procedures and knowledge base resources.
- Accurately log issues, actions taken, and resolutions in the service management system.
- Forward unresolved or high-impact incidents to 2nd Line Support with complete and accurate documentation.
- Follow clear escalation protocols and provide diagnostic data for effective handover.
- Keep customers informed about incident status and resolution progress in a professional and timely manner.
- Serve as first point of contact for incoming service requests, incidents, and alerts
- Resolve standard hardware, software, network, and end‑user issues using defined procedures
- Escalate unresolved or high‑impact incidents with complete documentation
- Manage workload effectively to meet response and resolution targets
- Provide feedback on recurring issues to help improve processes, tools, and knowledge bases.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
