L1 Engineer

Location: Florham Park, NJ & Bay Area, USA Workplace Type: Onsite

Incedo is seeking proactive L1 Engineers to provide SOP-based support to our customers. This role is crucial for ensuring the smooth operation of our clients' systems and requires a strong customer-first mindset. As an L1 Engineer, you will be responsible for initial troubleshooting, incident management, and escalating complex issues to higher-level support teams. The ideal candidate will possess excellent communication skills, a keen attention to detail, and the ability to work collaboratively within a team environment.

You will be working in a fast‑paced environment, providing essential support to our clients and contributing to their overall success. This role offers an excellent opportunity to enhance your technical skills and gain valuable experience in a dynamic and growing company. We are looking for individuals who are passionate about technology and dedicated to providing exceptional customer service. If you are a problem‑solver with a strong work ethic and a desire to learn, we encourage you to apply.

• Provide first‑level technical support to customers via phone, email, and chat
• Follow established Standard Operating Procedures (SOPs) to resolve common issues
• Document all interactions and troubleshooting steps in a clear and concise manner
• Escalate complex issues to L2/L3 support teams as needed
• Monitor system performance and identify potential issues
• Collaborate with team members to ensure timely resolution of incidents
• Contribute to the improvement of SOPs and knowledge base articles
• Maintain a high level of customer satisfaction through professional and courteous service
• Participate in training sessions to enhance technical skills and knowledge
• Adhere to company policies and procedures

• Strong and clear written and verbal communication skills
• Customer‑first mindset with a focus on providing excellent service
• Empathy and strong stakeholder communication skills
• Attention to detail and documentation discipline
• Problem‑solving and structured troubleshooting abilities
• Ownership, urgency, and team collaboration skills
• Ability to follow runbooks and improve them over time
• Good understanding of collaboration tools like Microsoft Teams/Outlook/Webex
• Basic understanding of networking concepts (TCP/IP, DNS, etc.)
• Familiarity with operating systems (Windows, Linux)
• Experience with ticketing systems (e.g., Service Now, Jira)
• Ability to work independently and as part of a team
• Associate's or Bachelor's degree in a related field is a plus