Job Description
Role Summary
The L1 Support Engineer will act as the first point of contact for client issues and service requests. The role involves providing basic technical and functional support, handling client communication, logging and tracking incidents, and coordinating with internal teams to ensure timely resolution and customer satisfaction.
Key Responsibilities
The L1 Support Engineer will act as the first point of contact for client issues and service requests. The role involves providing basic technical and functional support, handling client communication, logging and tracking incidents, and coordinating with internal teams to ensure timely resolution and customer satisfaction.
Key Responsibilities
- Act as the first-level (L1) point of contact for client-reported issues via email, phone, or ticketing tools
- Log, track, and manage incidents and service requests in the ticketing system
- Provide initial troubleshooting for application, system, or access-related issues
- Perform basic issue analysis and resolve standard / repetitive issues within defined SLAs
- Escalate unresolved or complex issues to L2/L3 teams with complete details and evidence
- Coordinate and liaise between clients, internal teams, and vendors as required <...
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