L1 Support Engineer

Socket.dev; United States; Remote; USD 55,000 - 85,000; Full time

Job summary

Socket.dev is seeking a Technical Support Engineer to provide enterprise-level assistance. You will diagnose and troubleshoot basic software and hardware problems, escalate unresolved issues to L2, and communicate solutions via email, chat, and phone.

The role involves monitoring device health, remote troubleshooting, and creating clear technical documentation for customers. Ideal candidates show strong problem-solving, excellent communication, and ITIL familiarity, with ability to support 24x7

Qualifications

• Excellent problem-solving skills and documentation skills.
• Proven customer service skills.
• Familiarity with Information Technology Infrastructure Library (ITIL) methodologies.
• Good communication skills (verbal and written) and the ability to work within a 24x7 support environment.

Responsibilities

• Address users' tickets regarding hardware, software, and networking.
• Knowledge of system security (e.g., intrusion detection systems) and data backup and recovery.
• Maintains and administers computer networks and related computing environments.
• Has Hands-on experience in networking, routing, and switching.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Manage file servers and printer servers.
• Manage hardware and software assets.
• Ability to create accurate network diagrams and documentation for designing and planning network communication systems.
• Handling Outlook and mailbox-related issues.
• Assist users in connecting to video conferencing applications such as Zoom, Webex, etc.
• Walk customers through installing applications and computer peripherals.
• Ask targeted questions to diagnose problems.
• Conduct remote troubleshooting.

Skills

Problem solving

Documentation

Customer service

ITIL

Communication

24x7 support

Job description

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot basic software and hardware problems and escalate unresolved issues for L2 support to appropriate internal teams, e.g., software developers and hardware engineers.

Technical Support Engineer responsibilities include service ticket registration, monitoring and analyzing the health status of devices in portals, resolving basic technical issues, configuration control, and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT and hardware issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

Key Responsibilities

This includes but are not limited to:

• Address users' tickets regarding hardware, software, and networking.
• Knowledge of system security (e.g., intrusion detection systems) and data backup and recovery.
• Maintains and administers computer networks and related computing environments.
• Has Hands-on experience in networking, routing, and switching.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Manage file servers and printer servers.
• Manage hardware and software assets.
• Ability to create accurate network diagrams and documentation for designing and planning network communication systems.
• Handling Outlook and mailbox-related issues.
• Assist users in connecting to video conferencing applications such as Zoom, Webex, etc.
• Walk customers through installing applications and computer peripherals.
• Ask targeted questions to diagnose problems.
• Conduct remote troubleshooting.

Requirements

This includes but are not limited to:

• Excellent problem-solving skills and documentation skills.
• Proven customer service skills.
• Familiarity with Information Technology Infrastructure Library (ITIL) methodologies.
• Good communication skills (verbal and written) and the ability to work within a 24x7 support environment.

About 5centsCDNOur CDN company is dedicated to providing A-grade services with their bandwidth pricing starting at 5 cents per GB. To move in, the clients don't have to make any commitments, sign any contracts, or pay for the setup. Currently, we are proudly serving 2000+ clients that consist of OTT, IPTV, ad agencies, gamers, government agencies, NGOs, and major TV channels. Customers are enabled to access any of our 1200+ PoPs located across the globe. Our integrated multi-CDN network allows you to connect to end users with minimum latency limited to the peering relationships of our partners. The advanced, next-generation-centric services and network infrastructure not only help you to connect to your end-users within their ISPs themselves. But also ensures fast, secure, and affordable content delivery.