Senior L1 / L1.5 Engineer

Reporting to: Infrastructure & Operations Domain Lead

Division: Technology Services Division (TSD)

Department: Service Delivery Department (SDD)

Domain: Infrastructure & Operations

Shift Timing: 24x7 Rotational

Role Summary

The Senior L1 / L1.5 Engineer provides advanced frontline support, resolving complex issues and reducing escalations to engineering teams while supporting incident triage and knowledge development.

Key Responsibilities

• Resolve complex or high-impact incidents.
• Act as subject matter expert for common issue domains.
• Support triage, prioritization, and queue optimization.
• Reduce escalations to L2 / engineering teams.
• Mentor junior analysts and support skill development.
• Participate in major incident response and coordination.

Key Qualifications

• 4-7 years in IT support or infrastructure operations.
• Strong troubleshooting and diagnostic skills.
• Experience across desktop, infrastructure, or application support.
• Ability to operate in high-pressure incident environments.
• Experience supporting contact center/telephony platforms, call routing, agent login issues, and communications technologies is desirable.

Preferred Certifications

• Knowledge of ITSM workflows, escalation governance, and incident management.
• Experience supporting global users or multi-region operations.
• Ability to create or improve knowledge articles and support documentation.