We are seeking a proactive and skilled L1 Support Engineer to join our IT Managed Services team. This role is responsible for providing first-level technical support, monitoring IT systems, troubleshooting issues, and escalating incidents related to enterprise IT infrastructure, cloud, networking, and security technologies. The ideal candidate will have strong analytical skills, excellent communication abilities, and a customer-focused approach to IT operations.
Responsibilities: Provide first-level support for IT incidents and service requests across various enterprise technologies, ensuring timely resolution and accurate documentationMonitor infrastructure components, including compute, storage, networking, security, and cloud environments, responding to alerts and performing initial troubleshootingPerform basic administration tasks such as system health checks, log analysis, and routine maintenance activitiesAssist in configuring, provisioning, and maintaining IT systems, including virtualization, cloud platforms, security appliances, and networking devicesEscalate complex issues to L2/L3 teams while ensuring proper knowledge transfer and ticket documentationFollow IT service management (ITSM) processes and best practices, adhering to SLAs for incident response and resolutionAssist in backup and disaster recovery operations, ensuring data integrity and availabilitySupport access management, identity verification, and security compliance proceduresDocument troubleshooting steps, issue resolutions, and system configurations in the knowledge baseParticipate in shift-based operations, including weekends and on-call support as required Requirements: Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)1-3 years of experience in an IT support or infrastructure monitoring roleBasic knowledge of enterprise IT infrastructure, including compute, storage, networking, security, and cloud platformsFamiliarity with ITSM tools (ServiceNow) and ticketing systemsExperience with monitoring tools for system health checks and log analysisUnderstanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, VLANs)Strong troubleshooting and diagnostic skills with an analytical approachExcellent verbal and written communication skillsAbility to work in a fast-paced, team-oriented environmentCustomer-centric mindset with the ability to handle technical queries efficiently Nice to have: Certifications such as VMware VCTA, CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop AdministratorExperience with automation tools and scripting (PowerShell, Bash, Python)Basic knowledge of cloud computing platforms and hybrid cloud environmentsUnderstanding of cybersecurity principles and endpoint protection solutionsExperience with identity and access management toolsFamiliarity with IT asset management and compliance trackingExposure to containerized environments and orchestration tools#LI-JB2
