As a 1st/2nd Line System Engineer, you’re the first point of contact for customers reporting various issues, including technical questions and change requests. In this role, customer focus, clear communication, and a proactive mindset are key. You handle incoming reports by phone and email, register them accurately, assess priority correctly, and resolve them or forward them to the appropriate resolution group. You’re also responsible for proper communication with customers regarding the status of their tickets. You’ll work with our central ITSM system, Autotask and perform your tasks both independently and as part of a team. A positive, service-oriented attitude is essential.
