First Level Support Engineer (L1 Support)

About the role

We are seeking a motivated, customer‑oriented First Level Support Engineer to join our IT team. You will be the initial point of contact for users, providing prompt technical assistance and ensuring the smooth operation of our systems and applications.

Key responsibilities

• Serve as the first point of contact for users seeking technical assistance.
• Respond to support requests via phone, email, or ticketing system.
• Diagnose and troubleshoot basic hardware, software, and network issues.
• Log, track, and update all support tickets in the system.
• Escalate complex problems to second‑level support when necessary.
• Follow up with users to confirm issue resolution.
• Maintain documentation of common issues and solutions.
• Support system monitoring and perform basic log analysis.
• Assist with system setup and user account management.

Required profile

• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.
• 1–2 years of experience in technical support or help‑desk environments.
• Basic knowledge of Windows operating systems, networking fundamentals, and SQL (a plus).
• Familiarity with ticketing systems such as ServiceNow or Jira.
• Strong problem‑solving, communication, and multitasking abilities.
• Ability to work under pressure and handle shift‑based or on‑call schedules.

Required skills

• Windows OS
• Networking fundamentals
• SQL (basic)
• ServiceNow
• Jira
• Log analysis
• Monitoring tools
• ITIL processes
• PowerShell
• Bash