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The L1 Support Engineer serves as the first point of contact for users seeking technical assistance. They provide basic Aurora troubleshooting, resolving routine issues and escalating complex problems to other support teams.
This is a hybrid role based in our London office.
Responsibilities
- Respond to Help Desk (Service Desk and SNOW) tickets, calls, and chatbot in a timely manner
- Diagnose and resolve common IT problems using established procedures and knowledge base articles
- Perform initial troubleshooting for:
- Hardware issues, software applications, operating system errors, and network connectivity problems and escalate appropriately
- Guide users through step-by-step solutions and provide basic training on various IT systems and applications
- Monitor IT infrastructure, including servers, networks, and applications, using monitoring tools to detect and address potential issues proactively
- Maintain clear and thorough records of troubleshooting steps, resolutions, and system configurations within the ticketing system and knowledge base
- Demonstrate a basic understanding of SaaS (Software as a Service) concepts
- Create, modify, and deactivate user accounts in SaaS platforms like Office 365, ServiceNow, etc
- Manage user permissions and access rights to different SaaS applications and resources
- Responding to and resolving common user issues related to SaaS applications, such as login problems, application errors, or basic feature usage questions
- Providing initial support for Office 365 services (Email, OneDrive, Teams, SharePoint), including basic configuration and troubleshooting
- Escalate complex or unresolved issues to appropriate L2 or L3 support teams following established procedures
- Assist with regularly scheduled maintenance activities and smoke testing as needed for other activities
- Follow standard operating procedures and escalation paths
- Provide excellent customer service and communication
- Participate in regular standup meetings and update on issue status
Qualifications
- 1+ years of experience in a helpdesk or IT support role
- Familiarity with ticketing systems such as ServiceNow, Service Desk
- Exposure to Kubernetes, Docker, and Grafana in a support or learning environment
- Basic understanding of SaaS concepts and platforms
- Strong communication and customer service skills
- Ability to work independently and collaboratively
- A+ or similar certification is a plus
Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
