Application Support Engineer - L1

Job Description

We are looking for a Level 1 Support Engineers who are smart, driven, curious, and empathetic, going out of their way to help customers and not resting until a problem is solved.

Basic Responsibilities

Assisting customers with Level 1 Support questions: help desk tickets, in-app live chat, and phone.

Escalating issues to Tier 2/3 Technical Support and development teams as necessary

Work in a team environment 7x24x365 with the ability to function with independent discretion during rotating shift work.

Ensure inquiries are responded within established timeframes and support service levels are achieved.

Pair Support and working closely with colleagues to learn and teach new technologies and support techniques.

Requirements

Excellent English written, verbal, and listening skills to convey complex technical issues to concerned stakeholders correctly for resolution.

Effective communication of technical solutions to non-technical customers.

Strong analytical and troubleshooting skills

Experience with a CRM or tracking system, extra consideration given for ServiceNow experience.

At least 2+ years, as a front-line agent experience in a technical support environment.

Bachelor’s degree in computer science, electronics engineering or other engineering or technical discipline is required.

Additional consideration provided for individuals with the following experience:

Experience supporting a variety of platforms (Windows, Linux, Unix)

DevOps experience in AWS and/or Azure.

Knowledge of TCP/IP networking, load balancing, firewalls, HTTP, SSL, DNS, DHCP.