Support Engineer

Role Summary: We are looking for an L1 Support Engineer to provide first-line technical support for enterprise infrastructure and platform products used in customer environments. The role requires strong troubleshooting discipline, excellent written and verbal communication, and the ability to manage customer issues through structured ticket handling, triage, documentation, and timely response within defined SLAs. This role suits engineers with foundational exposure to virtualization, Windows/Linux administration, networking, storage, backup, disaster recovery, or enterprise software support. Key Responsibilities: Receive, acknowledge, categorize, and prioritize support tickets raised through approved channels such as portals, email, and ticketing systems. Perform first-level troubleshooting for product configuration, connectivity, access, installation, and environment-related issues. Collect required diagnostics, screenshots, logs, system details, and replication or connectivity information from customer environments. Validate incident details, assess severity, and ensure proper ticket hygiene in the support system. Provide timely customer updates in line with SLA and communication standards. Reproduce basic issues where possible and follow documented runbooks and diagnostic procedures. Resolve known issues using knowledge base articles, standard operating procedures, and approved workarounds. Escalate unresolved or technically deeper issues to L2 with complete diagnostic context and structured handoff notes. Support remote installation, setup validation, and basic post-install checks where required. Document final resolution details, customer communication, and closure notes accurately. Required Technical Skills: Good understanding of Windows Server and/or Linux administration. Working knowledge of networking fundamentals: IP, DNS, ports, routing basics, firewalls, VPN, and connectivity troubleshooting. Basic understanding of virtualization environments such as VMware, Hyper-V, KVM, or similar platforms. Exposure to storage, backup, disaster recovery, replication, or business continuity concepts. Familiarity with log collection, event viewers, service status checks, command-line diagnostics, and system health checks. Experience using ticketing tools such as Salesforce, ServiceNow, Zendesk, Jira Service Management, or similar. Ability to follow SOPs, KBs, and escalation workflows with rigor. Required Soft Skills: Strong customer-facing communication. Clear written updates and incident summaries. Ability to stay calm under pressure for production issues. Strong discipline in process adherence and documentation. Willingness to work in shift-based support operations. Preferred Qualifications: Bachelor's degree in Computer Science, IT, Electronics, or related field. ITIL Foundation or comparable service management exposure. Exposure to enterprise support environments serving EMEA, APAC, and Americas customers. Experience in remote support for software or infrastructure platforms.