Support Engineer 1

Function: Product Support / Technical Support Role Summary Provide first-line technical support for enterprise infrastructure and platform products used in customer environments, by handling customer incidents, performing initial troubleshooting, documenting findings, and ensuring SLA adherence. Escalate complex issues to L2 while maintaining excellent customer communication. Key Responsibilities Receive, acknowledge & categorize incident tickets, log, and triage customer incidents. Perform initial troubleshooting and severity assessment. Collect logs, diagnostics, and relevant system information. Resolve standard product, infrastructure, and configuration issues. Document all activities and resolutions in Salesforce. Follow Knowledge Base articles, SOPs, and runbooks. Escalate unresolved issues to L2 with complete diagnostic details. Provide timely customer updates throughout the incident lifecycle. Ensure adherence to SLAs and support processes. Technical Skills & Tools Mandatory Skills Working knowledge of Windows Server administration and troubleshooting. Working knowledge of VMware vSphere and virtualization fundamentals. Basic networking knowledge, including TCP/IP, DNS, VPN, and firewall concepts. Experience with SFDC Service Cloud or similar ticketing tools for case management, documentation, and SLA tracking. Ability to collect and perform initial triage of log bundles and diagnostic data. Basic root cause analysis using structured approaches such as 5-Why analysis. Strong customer communication skills, including providing scripted and timely incident updates. Nice to Have Skills Awareness of VMware vSAN, NSX, and vROps. Awareness of AWS foundational services, including EC2, EBS, and VPC. Knowledge Base platforms and documentation practices. Basic scripting awareness using PowerShell, Bash, or similar tools. Microsoft Office Suite proficiency. Core Competencies Strong customer service and communication skills Effective incident prioritization and time management Analytical problem-solving and troubleshooting Team collaboration and knowledge sharing Preferred Certifications CompTIA A+ Microsoft Fundamentals VMware Fundamentals (VCTA/VCP Foundation or equivalent) Key Performance Indicators (KPIs) SLA compliance and response time Ticket quality and documentation accuracy Customer communication and satisfaction First-contact resolution and escalation quality Preferred Qualifications Bachelors degree in computer science, IT, Electronics, or related field. ITIL Foundation or comparable service management exposure. Exposure to enterprise support environments serving EMEA, APAC, and Americas customers. Experience in remote support for software or infrastructure platforms.