We are seeking an L1 Support Engineer to provide first-line support for IT systems, ensuring system uptime and incident resolution in accordance with SLA commitments. This role requires round-the-clock monitoring, troubleshooting, and coordination with technical teams and vendors.
Key Responsibilities:
- Monitor and maintain systems (hardware & software) to ensure uptime against SLA commitments.
- Act as first responder to incidents/service calls perform troubleshooting, basic repairs, or part replacements.
- Create, update, and track tickets in the ticketing system to closure within SLA timelines.
- Escalate unresolved issues according to the escalation matrix.
- Perform preventive and corrective maintenance of IT systems.
- Coordinate with third-party suppliers/contractors to resolve hardware, software, or network-related issues.
- Liaise with customers to address service concerns and resolve technical issues.
- Collaborate with technical teams for advanced problem resolution.
- Perform Install/Move/Add/Change (IMAC) activities when assigned.
- Ensure proper documentation and smooth shift handovers.
- Deliver excellent customer service by building sustainable relationships.
- Perform any other ad-hoc duties as assigned.
Requirements:
- Diploma/Degree in Computer Science, Information Technology, or related discipline.
- 2-3 years of relevant experience in IT/L1 support roles.
- Strong troubleshooting skills with basic knowledge of hardware/software/network issues.
- Ability to work in shifts and handle round-the-clock monitoring.
- Good communication skills with a customer-first approach
