L1 Engineer
Location: Florham Park, NJ & Bay Area, USA
Workplace Type: Onsite
About the Role
Incedo is seeking proactive L1 Engineers to provide SOP-based support to our customers. This role is crucial for ensuring the smooth operation of our clients' systems and requires a strong customer-first mindset. As an L1 Engineer, you will be responsible for initial troubleshooting, incident management, and escalating complex issues to higher-level support teams. The ideal candidate will possess excellent communication skills, a keen attention to detail, and the ability to work collaboratively within a team environment. You will be working in a fast-paced environment, providing essential support to our clients and contributing to their overall success. This role offers an excellent opportunity to enhance your technical skills and gain valuable experience in a dynamic and growing company. We are looking for individuals who are passionate about technology and dedicated to providing exceptional customer service. If you are a problem-solver with a strong work ethic and a desire to learn, we encourage you to apply.
Key Responsibilities
- Provide first-level technical support to customers via phone, email, and chat.
- Follow established Standard Operating Procedures (SOPs) to resolve common issues.
- Document all interactions and troubleshooting steps in a clear and concise manner.
- Escalate complex issues to L2/L3 support teams as needed.
- Monitor system performance and identify potential issues.
- Collaborate with team members to ensure timely resolution of incidents.
- Contribute to the improvement of SOPs and knowledge base articles.
- Maintain a high level of customer satisfaction through professional and courteous service.
- Participate in training sessions to enhance technical skills and knowledge.
- Adhere to company policies and procedures.
Required Skills & Qualifications
- Strong and clear written and verbal communication skills.
- Customer-first mindset with a focus on providing excellent service.
- Empathy and strong stakeholder communication skills.
- Attention to detail and documentation discipline.
- Problem-solving and structured troubleshooting abilities.
- Ownership, urgency, and team collaboration skills.
- Ability to follow runbooks and improve them over time.
- Good understanding of collaboration tools like Microsoft Teams/Outlook/Webex.
- Basic understanding of networking concepts (TCP/IP, DNS, etc.).
- Familiarity with operating systems (Windows, Linux).
- Experience with ticketing systems (e.g., ServiceNow, Jira).
- Ability to work independently and as part of a team.
- Associate's or Bachelor's degree in a related field is a plus.
