Tier 1 Service Desk Support Engineer

The Tier 1 Service Desk Engineer serves as the initial point of contact for customers seeking technical assistance. This role involves troubleshooting, diagnosing, and resolving basic technical issues, as well as escalating more complex problems to higher-tier support.

Responsibilities:

• Triage all incoming support requests via ticketing systems, with high focus on Priority 1 (P1) and Priority 2 (P2) tickets.
• Respond to customer queries via support tickets, email, and phone in a timely and professional manner.
• Diagnose and resolve basic technical issues by guiding customers through problem-solving processes.
• Escalate unresolved issues to Tier 2 support engineers and gather all required information (log files, diagnostic files etc.).
• Maintain detailed records of customer interactions and technical issues in the ticketing system.
• Follow up with customers regularly to ensure their...