L1 Support Engineer

Role Overview

The L1 Support Engineer will provide first-line technical support within a 24x7 Managed Services Provider (MSP) environment, supporting network, cloud, and customer infrastructure. The role requires strong troubleshooting skills, excellent customer service, and the ability to work effectively within SLA-driven operations.

Essential Requirements

1. MSP / Shift Experience

• Minimum 1-2 years' experience in a Managed Services Provider (MSP), NOC, Service Desk, or Technical Support environment.
• Experience working rotating shifts in a 24x7 operational environment.
• Familiarity with SLA-driven incident management and escalation processes.

2. Networking & Telco Support

Candidates should demonstrate practical experience in:

• Fibre connectivity troubleshooting.
• Router and switch configuration/support.
• LAN/WAN troubleshooting.
• DNS and DHCP fundamentals.
• VPN support.
• Network monitoring and fault diagnosis.
• ISP or telecommunications support environments preferred.

3. L1 Technical Support

• Experience providing Level 1 support to internal or external customers.
• Ability to troubleshoot connectivity, hardware, software, and cloud-related issues.
• Strong ticket management and documentation skills.
• Ability to follow SOPs and escalation procedures.

4. Monitoring & Incident Management

Experience working with monitoring and ticketing platforms such as:

• Zabbix
• SolarWinds
• PRTG
• Freshdesk
• Salesforce
• Similar enterprise monitoring and service desk solutions

Candidates should be comfortable:

• Monitoring infrastructure alerts.
• Performing initial incident triage.
• Escalating P1-P3 incidents appropriately.
• Maintaining operational documentation.

5. Cloud Exposure

• Experience supporting cloud-based environments.
• Familiarity with Microsoft 365 administration.
• Exposure to Azure, AWS, or GCP environments.
• Understanding of cloud concepts, user administration, backups, and basic cloud troubleshooting.

Preferred Requirements

Certifications

Advantageous certifications include:

• CompTIA A+
• CompTIA Network+
• Microsoft Azure Fundamentals (AZ-900)
• AWS Cloud Practitioner
• AWS SysOps Administrator
• Google Associate Cloud Engineer

Cloud certifications will be considered a significant advantage.

Additional Technical Skills

• PowerShell scripting (basic).
• Endpoint security and antivirus management.
• Backup and recovery processes.
• Basic cybersecurity awareness and incident triage.
• Microsoft Intune, Exchange, Teams, and SharePoint administration

Core Competencies

Candidates should demonstrate:

• Strong troubleshooting and analytical skills.
• Customer-focused communication.
• Ability to work under pressure during major incidents.
• Time management and prioritisation.
• Ownership and accountability.
• Collaboration across technical teams.
• Clear technical documentation ab