System Support Engineer L-1

About the role

We are seeking a proactive System Support Engineer (Level 1) to handle user‑reported technical issues and maintain high first‑contact resolution rates. The role involves troubleshooting, documenting incidents, and ensuring a positive customer experience across phone, email and chat channels.

Key responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat, providing accurate product information.
• Analyze issues, identify root causes, and offer appropriate solutions or alternatives.
• Escalate complex problems to senior team members and follow up to confirm resolution.
• Document all interactions and resolutions in the CRM/HelpDesk system.
• Maintain detailed records of complaints, inquiries, and outcomes.

Required profile

• Bachelor’s degree (BS) preferred; current BS (CS/IT) students are encouraged to apply.
• Fresh graduates or up to 1 year experience in a fast‑paced call‑center environment.
• Strong communication, attention to detail, and ability to work under pressure.
• Willingness to work various shifts (morning, afternoon, evening, night).

Required skills

• Basic knowledge of Linux operating systems.
• Fundamental understanding of networking concepts and network security.
• CCNA certification (or equivalent networking knowledge).

What we offer

• Paid leaves and medical reimbursement.
• Provident fund, gym allowance, and annual bonus.
• Annual salary increments and a professional growth & learning environment.