Application Support Engineer - L1

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.