Technical Support Engineer (Tier 1)

To serve as the frontline for all incoming client support requests, providing timely and accurate resolutions for known issues. The primary goal of this role is to deliver a consistent and positive client experience by efficiently managing administrative requests and following established procedures, ensuring more complex issues are properly escalated.

Key Responsibilities :

• First Point of Contact : Acknowledge, prioritize, and manage all incoming support tickets within Jira Service Desk in accordance with service level agreements (SLAs).
• Standard Request Fulfillment : Handle routine administrative and configuration requests, such as updating user permissions, IP addresses, and site configurations, using documented procedures.
• Procedural Resolution : Follow established runbooks and knowledge base articles to resolve common, well-understood technical issues.
• Ticket Triage & Escalation : Accurately identify issues that fall outside of documented procedures and escalate them to the Tier 2 team with clear, detailed notes.
• Knowledge Base Contribution : Assist in maintaining and updating support documentation to ensure accuracy and clarity for the team.

Requirements

Benefits

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