As an IT Support Engineer (L1), you will be responsible for delivering high-quality technical support over the phone and via ITSM tools to our global customer base. You will work closely with other departments to meet our customer's needs and ensure an exceptional level of customer service. Your main focus will be to provide first-level diagnosis and troubleshooting support to end-users, fulfilling their requests and resolving their technical issues.
Responsibilities:
- Take active part in issue resolution of any complexity, severity or scale;
- Be reliable, friendly and trustworthy frontline of the support/service desk;
- Respond and react to incoming issue requests;
- Assist and help users resolving their issues;
- Extract and collect issue details from users;
- Provide consultations and advices to users;
- Report any out-of-scope issues, that cannot be resolved;
- Take part in issue escalation and progress tracking;
- Gather and report issue occurrence and resolution statistics;
- Provide communication with external vendor;
- Concentrate on providing best value for users;
- Proactively Maintain support knowledge base;
- Must be willing to work in a shifting schedule.
Requirements:
- Around 1-2 years of experience as a L1 support specialist;
- Proficient user of Word, Excel, PowerPoint;
- Understanding of Microsoft enterprise office and cloud solutions: Office 365, SharePoint, etc.;
- Basic knowledge in network and domain systems administration and configuration, Active Directory, Windows-related policies configuring;
- Basic knowledge of MS Windows, Linux
- Experience with monitoring tools will be a plus (e.g. Zabbix, Prometheus, Grafana, ELK, Splunk, NewRelic, etc)
- Understanding of Incident and Problem management principles and best-practices;
- Experience with using Service Desk and task management software: JIRA, confluence, ServiceNow etc.;
- Excellent communication and analytical skills;
- Multitasking and stress-resistance is a must;
- Good English level is required, both spoken and written;
- Empathy, psychology and trusted communication building skills are a plus.
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