We are seeking a proactive Level 1 Support Engineer to provide front-line assistance for operating systems (OS), middleware, and container platforms in a dynamic IT infrastructure environment. As the first point of contact, you will be responsible for troubleshooting and resolving basic technical issues, escalating more complex problems to higher-level support teams when necessary. This role requires a solid understanding of OS-level support, middleware technologies, and containerization, alongside strong problem-solving abilities and a commitment to providing timely resolutions to incidents.

Key Responsibilities:

• Incident Resolution:
  Act as the initial point of contact for incident reports, addressing and resolving basic technical issues related to OS, middleware, and container platforms.
• System Monitoring and Maintenance:
  Continuously monitor system health, performance, and availability. Perform routine maintenance to ensure that platforms are running efficiently.
• Basic Troubleshooting and Diagnosis:
  Use your knowledge to troubleshoot common issues with operating systems, middleware, and container platforms, diagnosing and resolving them where possible or escalating to senior teams when needed.
• Log Collection and Analysis:
  Collect and analyze system logs to identify issues, gather insights into root causes, and aid in troubleshooting processes.
• Collaboration and Escalation:
  Collaborate with other technical teams to address more complex problems. Effectively escalate incidents that require higher-level expertise or additional resources.

Required Skills and Qualifications:

• Technical Skills:
  • Basic understanding of operating systems (Windows, Linux, etc.) and middleware technologies.
  • Familiarity with containerization platforms (e.g., Docker, Kubernetes).
  • Knowledge of monitoring and alerting tools for proactive system oversight.
  • Understanding of basic networking concepts and how they relate to system performance and connectivity.
• Communication Skills:
  Strong verbal and written communication abilities. Capable of documenting issues, solutions, and instructions in a clear, concise manner for both technical and non-technical audiences.
• Customer-Oriented Mindset:
  Ability to deliver exceptional customer service and maintain professionalism in all interactions, ensuring a positive experience for end users.
• Multitasking & Time Management:
  Comfortable working in a fast-paced environment, managing multiple priorities and ensuring that service requests are addressed efficiently and in a timely manner.
• Attention to Detail:
  A high level of attention to detail when working with system configurations, logs, and troubleshooting to prevent potential issues and ensure quality service.

Working Conditions:

• Shifts:
  This role requires 24/7 support, including morning, evening, night shifts, and weekend work, depending on operational needs.
• Work Environment:
  The position will be based in an office environment, with occasional remote troubleshooting responsibilities for system-related issues.
• Team Dynamics:
  Work in a collaborative and dynamic environment with opportunities for skill development and career growth.