L1 Support Engineer Job in Globallogic

Description:

Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. If no solution is available, L1 personnel will escalate incidents to a higher level of support. L1 would remain the only channel for the client to communicate with the support team.

Preferences:

• JAVA
• React JS Basics
• Web Application Basics
• AWS Cloud Basics

Job Responsibilities:

• First and all subsequent contact to customer
• 24*7 support via phone and email
• Basic Level 1 troubleshooting, redirect to L2/L3 as required
• Search knowledge base to verify if reported problems are already known issues with a defined resolution plan
• Impact analysis with accurate classification of reported issues to ensure appropriate prioritisation
• Qualification/replication of the reported issue in an appropriate customer environment
• Initial triage to isolate unsupported 3rd party issues from potential root cause
• Information gathering to ensure complete availability of details required for root cause analysis
• Provision of technical resolution or problem workaround
• Problem routing/escalation to second/third level support or third parties where required

What We Offer

• Interesting and challenging work in a large and dynamically developing company
• Exciting projects involving newest technologies
• Professional development opportunities
• Excellent compensation and benefits package, performance bonus program
• Modern and comfortable office facilities

About GlobalLogic