Job Title: Customer Support Engineer
We are seeking a skilled customer support engineer to join our team in a level 1 capacity.
This role involves handling inbound service tickets, resolving issues on first contact, and providing remote technical support.
You will work closely with our customers to understand their needs and provide solutions that meet their expectations.
1. Triage and prioritize incoming tickets based on urgency and impact.
2. Manage tickets within defined SLA metrics for response and resolution times.
3. Utilize knowledge-base articles and technical skills to resolve issues on first contact.
4. Provide clear and concise communication to customers via phone, email, or chat.
5. Collaborate with Level 2 & 3 engineers for complex issues.
To be successful in this role, you will require:
* Previous experience in a similar role, preferably within an MSP environment.
* Solid foundational knowledge of Windows.
* Strong troubleshooting skills across hardware, software, servers, endpoints, and mobile devices.
* Excellent communication and customer service skills.
Benefits of working with us include:
* A competitive remuneration package with opportunities for growth and development.
* $3000 per year towards training and development to enhance your professional skills.
* Paid overtime or time off in lieu for approved after-hours work.
* Exposure to varied client environments and technologies.
At our organization, we value growth, trust, and teamwork. We strive to create a supportive and collaborative environment where our employees can thrive and make a real impact.