L1 Support Engineer

IT Company


  • Take ownership of customer enquiries and issues reported and ensure quick and effective resolution.
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Provide prompt and accurate feedback to customers.
  • Ensure proper recording and closure of all issues.
  • Document knowledge in the form of knowledge base tech notes and articles.
  • Meet defined Service Level Agreements and Key Performance Indicators (defined as part of company's goals setting process).
  • Maintain phone, chat and email coverage during working hours.
  • Any other responsibilities and tasks given by the management, appropriate to the role.
  • Observe company policies and code of conduct.
  • Attend team and organization-wise meetings.
  • Track time (if required) thoroughly and duly.


  • Bachelor of Science in technical field (preferably Computer Science, Systems Engineering, Mathematics, Physics and related field) and/or corresponding qualification;
  • Some understanding of Information Systems at user and corporate level.
  • At least 1 year experience in a Helpdesk or Support Role.
  • Customer facing experience in a support based role.
  • Availability to work outside typical working hours if needed.
  • Excellent team player, self-managed and self-motivated.
  • Mature and professional demeanor, attitude, and approach.

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How to apply

You are welcome to send your CV