L1 Engineer

Qode•New Jersey, NJ

18h•Onsite

About The Position

Incedo is seeking proactive L1 Engineers to provide SOP-based support to our customers. This role is crucial for ensuring the smooth operation of our clients' systems and requires a strong customer-first mindset. As an L1 Engineer, you will be responsible for initial troubleshooting, incident management, and escalating complex issues to higher-level support teams. The ideal candidate will possess excellent communication skills, a keen attention to detail, and the ability to work collaboratively within a team environment. You will be working in a fast-paced environment, providing essential support to our clients and contributing to their overall success. This role offers an excellent opportunity to enhance your technical skills and gain valuable experience in a dynamic and growing company. We are looking for individuals who are passionate about technology and dedicated to providing exceptional customer service. If you are a problem-solver with a strong work ethic and a desire to learn, we encourage you to apply.

Requirements

Strong and clear written and verbal communication skills.
Customer-first mindset with a focus on providing excellent service.
Empathy and strong stakeholder communication skills.
Attention to detail and documentation discipline.
Problem-solving and structured troubleshooting abilities.
Ownership, urgency, and team collaboration skills.
Ability to follow runbooks and improve them over time.
Good understanding of collaboration tools like Microsoft Teams/Outlook/Webex.
Basic understanding of networking concepts (TCP/IP, DNS, etc.).
Familiarity with operating systems (Windows, Linux).
Experience with ticketing systems (e.g., ServiceNow, Jira).
Ability to work independently and as part of a team.

Nice To Haves

Associate's or Bachelor's degree in a related field is a plus.

Responsibilities

Provide first-level technical support to customers via phone, email, and chat.
Follow established Standard Operating Procedures (SOPs) to resolve common issues.
Document all interactions and troubleshooting steps in a clear and concise manner.
Escalate complex issues to L2/L3 support teams as needed.
Monitor system performance and identify potential issues.
Collaborate with team members to ensure timely resolution of incidents.
Contribute to the improvement of SOPs and knowledge base articles.
Maintain a high level of customer satisfaction through professional and courteous service.
Participate in training sessions to enhance technical skills and knowledge.
Adhere to company policies and procedures.