L1 Support and Operations Enginner

Overview

Job Summary: The L1 Support and Operations Engineer is responsible for providing first-line technical support, monitoring system operations, and ensuring the smooth running of IT services. This role focuses on identifying, analyzing, and resolving basic technical issues while escalating complex problems to higher-level support teams as needed.

• Monitor systems, servers, and applications to ensure operational availability and performance.
• Handle and resolve Level 1 incidents and service requests in accordance with SLAs.
• Escalate unresolved or complex issues to L2/L3 support teams following proper procedures.
• Track, document, and update incidents and resolutions using ITSM tools.
• Perform basic troubleshooting for Windows and Linux operating systems.
• Support scheduled maintenance tasks, system restarts, and deployment activities under supervision.
• Collaborate with infrastructure, network, and application teams to ensure service continuity.
• Generate and review monitoring dashboards and alert reports.
• Ensure proper communication with users and internal teams during incidents or service disruptions.
• Minimum of one year of hands-on experience in technical support or system operations.
• Proven track record in handling and resolving IT incidents within large-scale operational environments.

• Basic knowledge of Windows and Linux operating systems, including execution of basic maintenance commands.
• Familiarity with monitoring tools, dashboards, and alerting systems (Monitoring & Dashboards).
• Basic understanding of networking and databases to effectively collaborate with advanced technical teams.

• ITIL Foundation certification or equivalent is preferred.
• Understanding of ITSM practices, including incident management, problem management, and request fulfillment
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