Job Description - Engineer Technical Support - L1
The Engineer Technical Support - L1 will provide first-level technical support to customers, ensuring timely resolution of issues related to networking and connectivity. This role requires a proactive approach to problem-solving and a commitment to delivering exceptional customer service.
- Respond to customer inquiries and technical issues via phone, email, or chat.
- Diagnose and troubleshoot networking problems, providing effective solutions.
- Document all interactions and resolutions in the support ticketing system.
- Collaborate with senior technical staff to escalate complex issues as needed.
- Assist in the development of technical documentation and user guides.
- 1-2 years of experience in technical support or a related field.
- Basic knowledge of networking concepts and protocols.
- CCNA certification is preferred but not mandatory.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Problem-solving skills and attention to detail.
- Customer-focused mindset with a commitment to service excellence.
- Ability to learn new technologies quickly.
- Time management skills and the ability to prioritize tasks effectively.
- Achieve a customer satisfaction rating of 90% or higher.
- Resolve at least 80% of support tickets on the first contact.
- Maintain accurate and up-to-date documentation of all support activities.
The salary for this position will be competitive and commensurate with experience. Benefits include health insurance, paid time off, and opportunities for professional development and training.
