L1 Support Engineer

Responsibilities:

- Monitoring & Alerts:

- Track workspace health, pipeline execution status, and resource utilization.

- Respond to alerts from Monitoring

- Active monitoring email / MS team support channel.

- Basic Troubleshooting:

- Validate connectivity issues (e.g., workspace access, linked services, network issue).

- Understand the functionalities from current project scope either App or Infra related.

- User Support:

- Handle access requests and basic enquiry or clarification.

- 1st layer of contact from user

- Support for system SLA 24/7.

- Update assets inventory, service asset and configuration management, certificate, secret key rotation management - every month

- Send the notification for schedule server patching and get approval from customer

- Prepare the monthly report data, ex: SLA for incidents/SR tickets info on the tickets, IaaS performance matrix, security reports.

- Phone stand by for support - anytime

- Support SDM on day 2 day activities.

- Ticket Management:

- Monitor the dashboard according to user office hour

- Do triage, assessment, clarification etc on the tickets

- Escalate to L2 support with ready / complete information on the issue/SR.

- Follow up the pending ticket to 3rd parties and action items that are required on a daily

basis.

- Log incidents and service requests - on behalf of customers or just for internal

- Routine Checks:

- remaining SLA for each incident ticket, and escalate to SDM when the progress is slow.

- Ensure the SR progress is moving, unless pending clarification from the customer.

- follow up on the pending clarification from the customer.

- coordinate the troubleshooting activities and update customers on the outcome - either interim or perm solution, etc.