Tier 1 Support Engineer

September 3, 2024

CRG Solutions

San Pedro

CRG Colombia! As a Tier 1 Support Engineer, you will be responsible for providing technical support and assistance to our internal teams and clients who utilize our SOC platform. You will play a crucial role in ensuring the smooth operation of our platform by resolving issues, answering inquiries, and escalating more complex problems to higher-tier support engineers. This position requires excellent communication skills, as you will interact with various teams and clients on a regular basis.
Requirements:

Fluent in English. High Proficiency level (must).
1+ years of experience in a technical support role.
Strong IT knowledge, particularly in networking, to analyze and resolve complex technical issues efficiently.
Knowledge of cybersecurity principles and technologies, including SIEM (Security Information and Event Management).
Familiarity with ticketing systems and their usage for efficient issue tracking and resolution.
Excellent problem-solving and analytical skills.
Proactive and self-motivated with a "can do" approach, demonstrating a willingness to take on challenges and find solutions.
Ability to effectively communicate technical information to both technical and non-technical individuals.
Strong customer service orientation with a focus on delivering exceptional support experiences.
Ability to work well under pressure and prioritize tasks in a fast-paced environment.
Self-motivated and eager to learn new technologies and industry trends.

Responsibilities:

Respond promptly and professionally to support tickets and inquiries from internal teams and clients.
Troubleshoot and resolve basic technical issues related to our SOC platform, utilizing knowledge base resources and collaboration with higher-tier support engineers.
Identify and escalate complex technical issues to Tier 2 and Tier 3 support engineers when necessary.
Communicate with clients and internal teams to gather necessary information for issue resolution.
Collaborate with other support engineers to develop and maintain an up-to-date knowledge base of known issues and solutions.
Provide guidance and assistance to clients in the use of our SOC platform, ensuring they maximize its capabilities.
Document support activities, including ticket updates, issue resolution steps, and client communication.
Continuously update and expand technical knowledge related to our SOC platform and the cybersecurity industry.