Job Summary:
We are looking for a technically adept and customer-focused L1 Support Engineer to join our dynamic support team. In this role, you will be the first line of technical assistance for our clients, delivering outstanding customer service and resolving a wide range of IT issues. The ideal candidate will have a solid understanding of networking fundamentals, Windows OS troubleshooting, application management, and virtualization technologies, along with a strong passion for technology and problem-solving.
Key Responsibilities:
- Serve as the first point of contact for technical support via phone, email, and ticketing systems.
- Troubleshoot and resolve issues related to Windows OS, network connectivity, mail clients, and application functionality.
- Apply knowledge of networking fundamentals (DNS, DHCP, Gateway, VPN, and subnetting) to diagnose and resolve connectivity problems.
- Support user account and access issues using domain concepts and Active Directory.
- Install, configure, and manage applications to ensure smooth operation and user experience.
- Handle incidents and alerts as part of IT operations, utilizing tools like ServiceNow, ManageEngine, or BMC Remedy.
- Utilize virtualization tools and concepts, including VMware ESXi, vCenter, VM provisioning, and resource allocation.
- Perform basic monitoring, snapshot/restore operations, and VM-related tasks using VMware tools.
- Assist with basic cloud infrastructure support and demonstrate an understanding of cloud vs. on-prem environments.
- Engage in remote troubleshooting and log analysis to identify root causes.
- Collaborate with L2/L3 and development teams for escalation and resolution of complex issues.
- Demonstrate leadership in managing challenging customer situations and driving issues to closure.
- Stay current with industry trends, tools, and best practices in IT support and infrastructure.
Tools and Technologies:
- Virtualization & Cloud: VMware ESXi, vCenter, VM provisioning, VM snapshots, VMware Tools, VM monitoring, Datastore management, basic vMotion understanding
- IT Operations & Monitoring: Infrastructure alert management, Incident handling, NOC operations, Log review, Service ticketing systems
- Tools/Platforms: Zerto, Veeam Backup, SolarWinds, N-able, Active Directory, Azure AD
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field—or equivalent professional experience.
- Proven experience in technical support roles with expertise in Windows OS, networking, and application troubleshooting.
- Familiarity with virtualization platforms (VMware) and basic cloud computing concepts.
- Strong communication skills with the ability to explain technical issues clearly and professionally.
- Excellent analytical, troubleshooting, and problem-solving abilities.
- Ability to thrive in a fast-paced, collaborative environment and manage tasks effectively under pressure.
- Strong customer orientation and dedication to delivering top-tier support.