Level 1 Solution Engineer (POS)

Description

Job Summary: We are seeking a Level 1 Solution Engineer (POS) to provide technical support to end users, efficiently resolving incidents and requests while ensuring high-quality service. Key Highlights: 1. Dynamic role with direct user support 2. Opportunity for professional development 3. Excellent work environment Level 1 Solution Engineer (POS) Work Schedule: Full-time Department: Service Desk Reports To: Support Supervisor Job Objective Provide technical support to end users by promptly and efficiently addressing and resolving incidents and requests, ensuring timely and high-quality service in accordance with Service Level Agreements (SLAs). What Are We Looking For? A service-oriented professional with analytical and problem-solving skills who enjoys working in dynamic environments and providing direct user support. Requirements * Gender: Not specified * Age: 25 to 45 years old * Education: Technical degree, TSU, Engineering, or related field * Experience: Minimum 1 year in technical support or help desk * Valid driver's license and ability to operate a vehicle (**mandatory**) * Willingness to travel and flexibility in working hours * Availability for immediate onboarding Technical Knowledge * Hardware and software technical support * Troubleshooting of computer equipment * Windows operating systems and Office 365 suite * Basic networking (WiFi, LAN, VPN) * Ticketing tools (ServiceNow, Remedy, or similar) * Remote access tools (TeamViewer, AnyDesk, etc.) Desirable: * Experience with specialized systems: CCTV, access control, intrusion detection, fire alarm, audio, and networking Key Responsibilities * Receive and log requests and incidents (via phone, email, portal, or chat) * Diagnose and resolve Tier-1 issues (hardware, software, network, email, printers, access) * Escalate incidents to higher tiers (Tier 2/Tier 3\) when necessary * Track tickets until resolution * Accurately document in ITSM tools * Provide remote support to users * Comply with established SLAs * Identify recurring incidents and report them * Participate in technical training sessions Key Skills * Customer orientation * Effective communication * Problem solving * Organization and multitasking * Working under pressure Performance Indicators (KPIs) * First-contact resolution rate * Initial response time * Number of tickets resolved per shift * User satisfaction * Documentation quality and process compliance We Offer * Immediate hiring * Job stability * Professional development * Excellent work environment Salary: $12,191\.00 per month Benefits: * Free uniforms Work Location: On-site employment