Technical Support Engineer (Level 1) - OCEANDRIVE NETWORKS PTE. LTD.

Roles & Responsibilities

Overview

We are looking for a proactive and customer-oriented Level 1 Technical Support Engineer to join our dynamic support team. This role is the first point of contact for clients and internal users, providing timely and effective resolution of basic technical issues. The Level 1 Engineer will troubleshoot, escalate when needed, and ensure a high level of customer satisfaction.

Key Responsibilities

• Serve as the first line of support for incoming helpdesk requests via phone, email, or ticketing system.
• Diagnose and resolve common hardware, software, network, and peripheral issues.
• Provide basic support for operating systems, productivity tools (e.g., Microsoft Office, email clients), and standard business applications.
• Guide users through step-by-step troubleshooting and solutions.
• Escalate unresolved or complex issues to Level 2 / 3 engineers in a timely manner.
• Document all incidents, resolutions, and updates in the ticketing system.
• Assist with user account setup, password resets, and basic system configurations.
• Follow standard operating procedures (SOPs) and comply with service level agreements (SLAs).
• Maintain a positive, professional, and customer-focused attitude at all times.

Requirements

Preferred :

Tell employers what skills you have

A+

Managed Services

Troubleshooting

Hardware

Ticketing

DHCP

Information Technology

Service Level

Ticketing Systems

Customerfocused

Networking

Operating Systems

Customer Satisfaction

ITIL

DNS

Technical Support