The Level 1 Support team is responsible for the following activities: 

Triage and Management: 

• Serve as the first point of contact for all incoming website concerns or requests via ticketing system, email, or phone. 
• Log, categorize, and prioritize all incidents and service requests based on established severity and urgency levels. 
• Provide initial troubleshooting and diagnostic support for known issues (e.g., page errors, loading issues, login issues, broken links, user interface issues). 
• Escalate unresolved incidents to Level 2 Support with a clear summary of the issue and all troubleshooting steps attempted. 
• Manage and track the entire lifecycle of a ticket, ensuring timely updates and communication with the end user. 

Website Monitoring and Alerting: 

• Actively monitor website performance, uptime, and key functionality using MQV monitoring tools (Amazon cloud-watch and AWS health check services) 
• Respond to automated alerts and related notifications. 

Follow established runbooks and procedures for initial response to alerts (e.g., checking server status, confirming the outage). 

• User Communication and Knowledge Management: 
• Communicate with users in a clear, professional, and empathetic manner, providing status updates on their tickets. 
• Maintain and contribute to a knowledge base of common issues and their resolutions. 
• Create and update documentation on known workarounds and standard operating procedures (SOPs).

Requirements: 

Educational Qualifications: Bachelor’s degree in Any IT, computer science, or engineering related.

Experience Level: 1–3 years of IT technical support experience

Skills and Competencies: Proficiency in IT infrastructure management and system administration

Qualification:

• Great Customer Service skills. 
• Ability to multi-task and adapt to changes quickly. 
• 4Technical awareness: ability to match resources to technical issues appropriately. 
• Service awareness of all organization’s key services for which support is being provided. 
• Understanding of support tools, techniques, and how technology is used to provide services. 
• Has knowledge on any programming language and/or cloud platform providers (AWS, GCP, Azure, etc.) is a plus. 
• Open to shifting work schedule, may include weekends and holidays.