Technical Support Engineer- Level 1/ Tier 1

We are a Managed Services Provider Company seeking a highly skilled Tier1 Support Engineer to join our team. As a Tier 1 Support Engineer, you will work directly with clients via phone and tickets on help desk and / or project related tasks. We are seeking a highly motivated and customer-focused individual to join our team as a Technical Support Engineer Level I. In this role, you will be responsible for providing technical assistance and support to our clients, ensuring their smooth and efficient use of our products or services. As a Level I engineer, you will handle basic technical issues, troubleshoot problems, and escalate complex issues to higher-level support teams when necessary. Your excellent communication skills and technical knowledge will be essential in delivering exceptional customer service and maintaining customer satisfaction. Responsibilities: - Provide first-level technical support to customers via phone, email, addressing their inquiries, issues, and concerns promptly and professionally. - Diagnose and troubleshoot basic technical problems related to hardware, software, and network connectivity, ensuring timely resolution. - Assist customers in the installation, configuration, and maintenance of our products or services, following documented procedures and guidelines. - Document all customer interactions, including inquiries, incidents, and solutions, accurately and comprehensively in the ticketing system. - Escalate complex issues to the appropriate Level II or Level III support teams, ensuring smooth handover and timely resolution. - Provide proactive and timely communication to customers regarding service outages, maintenance activities, and updates. - Participate in ongoing training sessions and skill development programs to enhance technical expertise and customer service skills. This is a full-time role, 40 hours per week, US-business hours