Support Engineer – L1 Technical Support

About the role

We are looking for a motivated Support Engineer to join our technical support team. In this L1 position you will be the first point of contact for customers seeking assistance via phone or email, providing clear guidance and troubleshooting.

Key responsibilities

• Identify, diagnose, and resolve technical issues reported by users.
• Record queries, categorize them, and document solutions in logs.
• Provide remote troubleshooting using diagnostic techniques and pertinent questions.
• Guide customers through problem‑solving steps and advise on appropriate actions.
• Monitor incidents from initiation to resolution and follow up with status updates.
• Escalate unresolved issues to higher‑level support personnel.
• Deliver accurate information about IT products and services.
• Collect feedback and suggestions from customers and relay them to internal teams.

Required profile

• Good communication skills.
• No MTI (medical or technical interference) required.
• Technical acumen suitable for L1 support tasks.
• 1 to 3 years of experience in a technical support or help‑desk environment.

Required skills

• Remote troubleshooting
• Diagnostic techniques