Tier 1 Support Engineer

Duties & Responsibilities

The Tier 1 Support Engineer will be required to respond to customer support requests within contracted support times of 8x5 or 24x7. This will include participating in an after-hours standby rotation to cover customer support requests 24x7. Tier 1 support engineers will also be required to open support cases in the ticket logging system, update the support cases with progress on a regular basis, and talk through the solution with the customer. Lead Operational Reviews as contracted.

• The Tier 1 Support Engineer will have excellent communication skills to work with customers and provide answers to technical questions, diagnose system problems and manage escalations.
• Tier 1 support engineers will also be required to accurately document the customer issue and steps to resolution and act as a customer advocate until the issue is resolved.
• The Tier 1 support engineer must be able to multi-task as some cases may be de...