Technical Support Engineer – Level 1Responsibilities: Act promptly on incoming calls, tickets, alerts, emails, or chats to resolve customer and partner issues.
Understand and explain technical and procedural concepts to both technical and non-technical audiences.Troubleshoot complex problems, analyzing issues, across a customer environment to provide effective solutions.Provide timely updates, both written and verbal to our customers, internal teams, and partners.
Punctual and reliable attendance.Other duties as assigned.
Basic Qualifications: Technical qualification in Computer Science, Technology, Engineeringorproven experience in technical support or customer-facing roles.Excellent verbal and written communication skills.Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.Customer-focused and collaborative mindset with a passion for delivering exceptional service.Troubleshooting and problem-solving skills, with the ability to analyze issues and provide effective solutions.Ability to work independently and collaboratively within a team environment.Must have at least one of the following: A fundamental understanding of IT infrastructure.
Familiarity with firewall, switches, routers, servers, or storage concepts.A knowledge of operating systems (Windows, Lunix, Unix) and scripting.Windows server management / patching experience.Experience working with hardware such as Dell PowerEdge, HP ProLiant, NetApp FAS, EMC Mid-Range, EMC Enterprise-Storage, IBM P Series etc.
You will be fully trained on our systems and processes and must demonstrate the ability to be self-motivated with a strong sense of ownership and attention to detail.
Preferred Qualifications: A+CCNA or EquivalentITIL foundation or higherMicrosoft/CompTIAAzure InfrastructureSimilar technical or customer service certificationFluent Proficiency in an additional European Language, such as French, Italian or German Travel: 5%