System Engineer 1

Position Summary

System Engineer 1 acts as first point of contact for business users reporting technical issues. The engineer triages the tickets, analyses and either resolves the tickets or escalates to L2 support for advanced analysis. This role handles incident logging, tracking and closing with in SLAs.

Key Responsibilities

• Provide first-level technical support to end users via phone, chat, email, or ticketing system
• Troubleshoot and resolve basic IT issues (OS issues, login problems, password resets, application access)
• Handle incident logging, tracking, and closure within SLA
• Escalate unresolved issues to L2/L3 teams with proper documentation
• Support hardware/software installations and configurations
• Assist users with VPN, remote access, printers, and peripherals
• Maintain knowledge base articles and FAQs.

Preferred candidate profile

• 2-4 years of experience in technical support and system administration roles.
• Strong communication skills (verbal & written) customer-focused approach - no or minimal accent, grammatically correct
• Basic understanding of: Windows OS / Mac OS, Azure, AWS, O365, Intune, Endpoint management, Endpoint Security
• Networking fundamentals (IP, DNS, DHCP)
• Ticketing tools (ServiceNow/Jira)
• Good troubleshooting and analytical skills
• Ability to handle high-volume support environments
• Willingness to work in rotational/night shifts
• Customer service mindset and patience.

Key Competencies

• Knowledge of MS outlook / teams / Active Directory (basic user account management)
• Awareness of O365 basic troubleshooting
• User-facing and stakeholder management skills
• Multiple channel handling voice, message, email and portal