L1 Support Engineer

5centsCDN

About The Position

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot basic software and hardware problems and escalate unresolved issues for L2 support to appropriate internal teams, e.g., software developers and hardware engineers. Technical Support Engineer responsibilities include service ticket registration, monitoring and analyzing the health status of devices in portals, resolving basic technical issues, configuration control, and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT and hardware issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

Requirements

Excellent problem-solving skills and documentation skills.
Proven customer service skills.
Familiarity with Information Technology Infrastructure Library (ITIL) methodologies.
Good communication skills (verbal and written) and the ability to work within a 24x7 support environment.
We are looking for a doer, the type of person that brings a can-do, figure it out type of energy to the job every day, and is willing to jump in and help. If you can picture yourself in this position and it's something that interests you, feel free to apply here! We look forward to having you on our team.

Responsibilities

Address users' tickets regarding hardware, software, and networking.
Knowledge of system security (e.g., intrusion detection systems) and data backup and recovery.
Maintains and administers computer networks and related computing environments.
Has Hands-on experience in networking, routing, and switching.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Manage file servers and printer servers.
Manage hardware and software assets.
Ability to create accurate network diagrams and documentation for designing and planning network communication systems.
Handling Outlook and mailbox-related issues.
Assist users in connecting to video conferencing applications such as Zoom, Webex, etc.
Walk customers through installing applications and computer peripherals.
Ask targeted questions to diagnose problems.
Conduct remote troubleshooting.