AppSierra Solutions - L1 Support Engineer - Ticketing System (2-4 yrs)

Description :

We are seeking a dedicated and technically proficient L1 Support Engineer to join our dynamic support team. In this role, you will be the first line of defense for all technical issues that arise within our organization. Your primary responsibility will be to provide exceptional customer support by accurately diagnosing issues, providing solutions, and resolving technical problems reported by users and clients. You will work closely with our IT department to identify recurring issues and improve our support processes.

This position requires strong written and verbal communication skills, as you will be interacting with internal teams as well as external clients. You should be comfortable working in a fast-paced environment and be able to multitask efficiently while maintaining exceptional attention to detail.

Your role will also involve logging all requests and issues using our ticketing system, ensuring that all relevant information is documented for future reference. The ideal candidate will have a passion for technology and a desire to learn about different systems and applications, making this position an excellent opportunity for someone looking to advance their career in IT support. If you thrive in a collaborative team environment and enjoy helping others, we would love to hear from you.

Responsibilities :

- Provide first-line technical support to end-users via phone, email, and in-person inquiries.

- Diagnose and troubleshoot hardware and software issues reported by users.

- Log and track support requests in the ticketing system, ensuring timely resolution.

- Escalate complex issues to higher support tiers as necessary while maintaining communication with the user.

- Assist in the setup and configuration of new hardware and software for end-users.

- Create and maintain documentation for common issues and solutions in the knowledge base.

Provide excellent customer service by clearly communicating updates and resolutions to users.

Requirements :

- Associate's degree in Computer Science, Information Technology, or a related field preferred.

- Proven experience in a technical support or help desk role is a plus.

- Strong understanding of computer systems, mobile devices, and other tech products.

- Familiarity with Windows and Mac operating systems and basic networking concepts.

- Excellent verbal and written communication skills to interact effectively with users.

- Problem-solving skills and a keen attention to detail in troubleshooting issues.

- Ability to work well in a team environment, as well as independently with minimal supervision.