Job Description - Engineer Technical Support - L1

Job Title: Engineer Technical Support - L1

Job Summary

The Engineer Technical Support - L1 will provide first-level technical support to customers, assisting with networking issues and ensuring a high level of customer satisfaction. This role is ideal for individuals looking to start their career in technical support and networking.

Duties and Responsibilities

Respond to customer inquiries and provide technical assistance via phone, email, or chat.
Troubleshoot and resolve basic networking issues, including connectivity problems and configuration errors.
Document customer interactions and technical issues in the support ticketing system.
Collaborate with senior technical support staff to escalate complex issues as needed.
Participate in training sessions to enhance technical knowledge and customer service skills.

Qualifications And Requirements

0-3 years of experience in technical support or a related field.
Basic understanding of networking concepts and protocols.
CCNA certification is a plus but not required.
Strong problem-solving skills and attention to detail.
Excellent communication and interpersonal skills.

Key Competencies

Technical Proficiency: Familiarity with networking hardware and software.
Customer Focus: Ability to understand and address customer needs effectively.
Team Collaboration: Willingness to work with others to achieve common goals.
Adaptability: Ability to learn new technologies and adapt to changing environments.

Performance Expectations

Meet or exceed customer satisfaction targets.
Resolve a minimum number of support tickets per week.
Maintain accurate documentation of all support interactions.
Participate in ongoing training and development activities.

Salary and Benefits

The salary for this position will be competitive and commensurate with experience. Benefits include health insurance, paid time off, and opportunities for professional development.

ENGINEER TECHNICAL SUPPORT - L1

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