Job Summary
The System Engineer – Level 1 is responsible for providing first-line technical support for IT infrastructure, backup operations, and end-user services. The role includes monitoring backup jobs, managing support tickets, ensuring SLA compliance, performing initial troubleshooting, and escalating complex issues to senior engineers while delivering excellent customer service.
Key Responsibilities
Backup Operations
- Monitor scheduled backup jobs and verify successful completion.
- Investigate and perform initial troubleshooting for backup failures.
- Re-run failed backup jobs where applicable.
- Perform file and data restore requests based on customer requirements.
- Monitor backup storage utilization and report capacity issues.
- Assist in backup verification and periodic recovery testing.
- Escalate unresolved backup issues to senior support engineers.
Ticket Management
- Log, classify, and prioritize support tickets.
- Respond to incidents and service requests within agreed SLA timelines.
- Update tickets with troubleshooting activities, progress, and resolution details.
- Ensure all tickets are accurately documented and closed upon successful resolution.
- Escalate issues according to established support procedures.
- Maintain ownership of assigned tickets until closure.
SLA Management
- Monitor response and resolution times for all assigned incidents.
- Ensure compliance with customer service level agreements.
- Identify potential SLA breaches and escalate proactively.
- Follow up on pending tickets to ensure timely resolution.
- Prepare operational reports as required.
Infrastructure Support
- Provide first-level support for desktops, laptops, printers, and peripheral devices.
- Troubleshoot operating system and application issues.
- Support user account administration, password resets, and access requests.
- Monitor server availability and basic system health.
- Perform basic virtualization monitoring and health checks.
- Troubleshoot basic network connectivity issues.
- Assist with system updates and routine maintenance activities.
Customer Support
- Provide professional remote and onsite technical support.
- Maintain regular communication with customers regarding incident status.
- Deliver support in accordance with organizational service standards.
- Coordinate with senior engineers during incident escalation.
Documentation
- Maintain operational records and technical documentation.
- Update knowledge base articles and standard operating procedures.
- Record configuration changes and support activities.
- Ensure documentation is complete and accurate for audit purposes.
Required Skills
- Basic knowledge of server administration.
- Understanding of backup and recovery concepts.
- Basic knowledge of virtualization technologies.
- Familiarity with user administration and directory services.
- Basic networking knowledge (TCP/IP, DNS, DHCP, VPN, LAN/WAN).
- Experience using IT service management or ticketing systems.
- Strong troubleshooting and analytical skills.
- Good verbal and written communication skills.
- Ability to work independently and within a team environment.
Key Performance Indicators (KPIs)
- Backup success rate.
- Backup failure resolution within SLA.
- First response time.
- Incident resolution within SLA.
- Ticket closure rate.
- Documentation quality.
- Customer satisfaction score.
- Escalation accuracy.
- Restore success rate.
- Compliance with operational procedures.
Qualifications
- Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related field.
- 1–2 years of experience in IT support, infrastructure support, or managed services.
- Basic understanding of backup, virtualization, networking, and Windows-based environments.
- IT service management knowledge is an advantage.
Personal Attributes
- Customer-focused and service-oriented.
- Strong analytical and problem-solving skills.
- Good organizational and time management abilities.
- Ability to prioritize tasks and work under pressure.
- Excellent communication and documentation skills.
- Willingness to learn and develop technical skills.
