L1 Support Engineer ZainTech

Provide first-level technical support to customers through various channels, including phone, email, and ticketing system.

• Diagnose and troubleshoot technical issues related to networking, Windows OS, mail clients, and applications.
• Understand and handle basic networking concepts such as DNS, DHCP, Gateway, and VPN.
• Utilize knowledge of subnetting to analyze and resolve network-related issues.
• Demonstrate proficiency in domain concepts and Active Directory terminologies to support user accounts and access management.
• Install, configure, and manage applications, ensuring seamless user experience.
• Possess a basic understanding of cloud computing and familiarity with underlying physical infrastructure (cloud vs. on-premise computing).
• Utilize knowledge in VMware solutions, including vSphere and vCenter, to address customer queries effectively.
• Display leadership skills in handling technically challenging customer situations, resolving issues efficiently and effectively.
• Communicate clearly and professionally, both verbally and in written English, to interact with customers and gather relevant information.
• Showcase excellent troubleshooting skills to identify root causes and provide timely solutions.
• Collaborate with other teams, including L2/L3 support and development, to escalate and resolve complex issues.
• Apply logical and critical thinking to analyze problems and propose innovative solutions.
• Demonstrate a passion for technology and customer support, staying updated with the latest industry trends and best practices.