L1 support engineer
L1 support engineer
Posted on :
18-07-2025
Employer Active
1 Vacancy
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Job Description
Key Responsibilities
- Monitor respond to and triage incoming incidents and alerts within defined SLAs.
- Perform initial troubleshooting based on pre-defined runbooks and known issue documentation.
- Escalate unresolved issues to L2/L3 support as per the escalation matrix.
- Log all incidents and resolutions in the ticketing system accurately.
- Collaborate with QA team members and contribute to evolving runbook documentation.
- Participate in knowledge-sharing sessions and operational improvement reviews.
- Ensure compliance with all data protection client confidentiality and IT security protocols.
Mandatory Checks
- Work exclusively from a restricted-access secure office environment.
- Access client infrastructure through Virtual Desktop Infrastructure (VDI) using authorized peripherals.
- Background verification (education employment criminal) will be conducted by an independent agency.
- Completion of mandatory security and compliance training during onboarding and at regular intervals.
- Adherence to strict data handling policies:
- No local storage or downloads of client data
- PII non-disclosure always
- Passwords must never be shared
- No use of personal devices in the workspace
Skills & Experience
- 2 5 years of experience in technical support or a similar IT service desk role
- Basic understanding of incident response monitoring systems and ticketing tools
- Familiarity with ITIL practices and support workflows (preferred)
- Strong communication skills and a solution-focused mindset
- Willingness to work in rotational shifts including weekends and holidays
Employment Type
Full-time
Key Skills
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