Technical Support Engineer

6 Months ago • 1-3 Years

Software Development & Engineering

Job Description

We are looking for a proactive and skilled L1 Support Engineer to join our IT Managed Services team. This role is responsible for providing first-level technical support, monitoring IT systems, troubleshooting issues, and escalating incidents related to enterprise IT infrastructure, cloud, networking, and security technologies. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a customer-focused approach to IT operations. Responsibilities include providing first-level support for IT incidents and service requests, monitoring infrastructure components, performing basic administration tasks, assisting in configuring and maintaining IT systems, escalating complex issues, following IT service management processes, assisting with backup and disaster recovery, supporting access management, documenting troubleshooting steps, and participating in shift-based operations.

Good To Have:

VMware VCTA, CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator certifications
Experience with automation tools and scripting
Basic knowledge of cloud computing platforms
Understanding of cybersecurity principles
Experience with identity and access management tools
Familiarity with IT asset management
Exposure to containerized environments

Must Have:

Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
1-3 years of experience in IT support or infrastructure monitoring
Basic knowledge of enterprise IT infrastructure
Familiarity with ITSM tools and ticketing systems
Experience with monitoring tools
Understanding of networking fundamentals
Strong troubleshooting and diagnostic skills
Excellent verbal and written communication skills
Ability to work in a fast-paced, team-oriented environment
Customer-centric mindset

Add these skills to join the top 1% applicants for this job

communication

problem-solving

quality-control

networking

dns

incident-response

dhcp

vmware

powershell

python

bash

We are seeking a proactive and skilled L1 Support Engineer to join our IT Managed Services team. This role is responsible for providing first-level technical support, monitoring IT systems, troubleshooting issues, and escalating incidents related to enterprise IT infrastructure, cloud, networking, and security technologies. The ideal candidate will have strong analytical skills, excellent communication abilities, and a customer-focused approach to IT operations.

Responsibilities:

Provide first-level support for IT incidents and service requests across various enterprise technologies, ensuring timely resolution and accurate documentation
Monitor infrastructure components, including compute, storage, networking, security, and cloud environments, responding to alerts and performing initial troubleshooting
Perform basic administration tasks such as system health checks, log analysis, and routine maintenance activities
Assist in configuring, provisioning, and maintaining IT systems, including virtualization, cloud platforms, security appliances, and networking devices
Escalate complex issues to L2/L3 teams while ensuring proper knowledge transfer and ticket documentation
Follow IT service management (ITSM) processes and best practices, adhering to SLAs for incident response and resolution
Assist in backup and disaster recovery operations, ensuring data integrity and availability
Support access management, identity verification, and security compliance procedures
Document troubleshooting steps, issue resolutions, and system configurations in the knowledge base
Participate in shift-based operations, including weekends and on-call support as required

Requirements:

Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
1-3 years of experience in an IT support or infrastructure monitoring role
Basic knowledge of enterprise IT infrastructure, including compute, storage, networking, security, and cloud platforms
Familiarity with ITSM tools (ServiceNow) and ticketing systems
Experience with monitoring tools for system health checks and log analysis
Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, VLANs)
Strong troubleshooting and diagnostic skills with an analytical approach
Excellent verbal and written communication skills
Ability to work in a fast-paced, team-oriented environment
Customer-centric mindset with the ability to handle technical queries efficiently

Nice to have:

Certifications such as VMware VCTA, CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator
Experience with automation tools and scripting (PowerShell, Bash, Python)
Basic knowledge of cloud computing platforms and hybrid cloud environments
Understanding of cybersecurity principles and endpoint protection solutions
Experience with identity and access management tools
Familiarity with IT asset management and compliance tracking
Exposure to containerized environments and orchestration tools
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