Technical Support Engineer
Core
Provide Level 1 technical support to customers by troubleshooting IT infrastructure, operating systems, and network issues across chat, phone, and ticket channels.
Role type
L1 Technical Support Engineer
Builds
Customer support experience and resolution of technical incidents for MSPs and internal IT organizations
Domain
IT Infrastructure & Cybersecurity
Deliverable
client delivery
Required skills
Linux/UNIX/Windows/macOS troubleshooting, network diagnostics (TCP/IP, DNS, DHCP), log analysis, Active Directory/Group Policy, virtualization (VMware, Hyper-V), CLI tools (SSH, PuTTY, ping, traceroute), hardware troubleshooting
Preferred skills
CompTIA A+/Network+/Server+/Security+, Microsoft Azure Administrator, Red Hat Linux, VMware VCP, AWS Solutions Architect
Technologies
Linux, Windows Server, VMware, Hyper-V, Active Directory, TCP/IP, DNS, DHCP, Nmap, SSH, PuTTY
Responsibilities
Diagnose and resolve OS, server, network, and storage issues; analyze system logs; assist with AD/GP/permissions; troubleshoot connectivity and firewall rules; maintain documentation; escalate complex issues
Seniority
Entry-level, hands-on IC