Join our vibrant team as a Level 1 Support Engineer! Your mission? To be the go-to person for users, tackling their software and system questions head-on. Dive into technical puzzles, ensuring every user query finds a solution. You’ll escalate the trickier stuff, all while dazzling users with your top-notch communication and knack for problem-solving. Let’s keep our customers smiling and SLAs in check, together!

Group 10

  1. Customer Support:
  • Support and provide technical assistance for our users via our ticketing system
  • Provide clear and concise instructions to users to help them navigate the software, resolve issues, and ensure compliance with relevant regulations while ensuring a positive user experience
  • Identify and escalate complex or unresolved issues to senior support engineers or higher-level support teams following predefined escalation protocols


  1. Technical Troubleshooting:
  • Diagnose and resolve technical issues encountered by users, including software bugs, database connectivity problems, system performance-related concerns, as well as technical issues related to hardware, software, or network components
  • Perform root cause analysis and troubleshoot system, software, or connectivity problems to determine the underlying cause and provide appropriate solutions


  1. SLA Compliance. Ticket Management and Documentation:
  • Manage and prioritize users’ issues to meet defined service level agreements (SLAs)
  • Monitor and respond to users’ inquiries within designated time frames, ensuring timely resolution according to SLA commitments
  • Document all interactions and resolutions using our ticketing system, maintaining accurate and up-to-date records of user support activities
  • Monitor and manage open tickets, ensuring timely follow-up and closure of cases, meeting defined service level agreements
  • Provide frequent updates to customers regarding the progress of their inquiries or issues


4. Customer Satisfaction and Continuous Improvement:

  • Strive for high levels of customer satisfaction by addressing users’ concerns professionally, ensuring effective issue resolution, and maintaining a user-centric approach
  • Gather customer feedback and insights to identify areas for improvement in the software, support processes, and overall customer experience
  • Collaborate with cross-functional teams, including product development and quality assurance, to report and resolve software bugs or system issues

Group 12

  • Bachelor’s degree in computer science, information technology, or a related field
  • 2+ years experience working as a support engineer or in a similar role
  • Strong knowledge and experience with computer hardware, software, operating systems, and networking concepts
  • Proficiency in troubleshooting technical issues in software applications, system configurations, network setups, and database connectivity problems
  • Experience with helpdesk or customer support software, ticketing systems, and remote support tools
  • Effective communication skills in English, both verbal and written, to interact professionally with users and internal stakeholders
  • Strong communication and interpersonal skills

IT Support Engineer L1 Italy 180