Tier 1 Support Engineer

hace 4 días

Desde casa, México Definity First A tiempo completo

We are looking for a **Tier 1 Support Engineer **to join our team. This position is to work **remotely **as a** freelancer**. The Tier 1 Support Engineer will be responsible for providing first-line technical assistance to our clients and internal users. The main goal will be to resolve issues and respond to inquiries related to hardware, software, and networks, ensuring customer satisfaction and operational efficiency.

**Skills & Requirements**
- Previous experience in a technical support role.
- Strong problem-solving skills and the ability to analyze and diagnose technical incidents.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and understandably to non-technical users.
- Familiarity with documenting steps and actions within support tickets for proper tracking and knowledge sharing.
- English Advanced

Desirable / Plus
- Knowledge of troubleshooting methodologies and the ability to follow detailed runbooks for basic issue remediation.
- Working knowledge of ticketing systems such as Jira and Zendesk for effective ticket management.
- Familiarity with AWS, Azure, Apigee, and ELK (Elasticsearch and Kibana) for troubleshooting, log monitoring, and collection in a read-only capacity.

**Main Activities**
- Identify, diagnose, and resolve technical issues in hardware, software, and networks in a timely and accurate manner.
- Log and track support incidents and requests using ticket tracking tools.
- Maintain up-to-date records of support activity, including solutions and response times.

**About Definity First**

Definity First specializes in IT Services, Cloud Business Applications & Microsoft Technologies, providing enterprise-grade solutions that translate into a successful business transformation.

We were founded in 2004, with six offices distributed across the US and Mexico. Definity First has worked for transformative, iconic companies and universities such as Tesla, Flowserve, Harvard, Berkeley, Caltech, and more.

At Definity First we do not discriminate towards gender, age, sexual preferences/orientation, religion, pregnancy, ethnicity or place of origin.

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