Cross Technology Service Delivery Field Support Engineer (L1)

Provide first-line remote and on-site technical support to clients by installing, configuring, testing, monitoring, and maintaining IT infrastructure and related software. The role involves handling standard and low-complexity incidents, diagnosing problems, following knowledge articles and standard procedures, updating incident records, coordinating with stakeholders and vendors, escalating unresolved issues to L2 engineers, and maintaining service continuity while meeting SLA requirements.

Required Skills

Technical support and first-line incident resolution

Diagnosis and troubleshooting

Remote and on-site client support

Collaboration technologies

Call Managers and Voice Gateways

Call recording

Scripting and messaging

VoIP and IP Telephony

Cisco product stack

SBCs such as AudioCodes and Oracle

CUBE and Webex Calling

Basic network routing and switching

Incident logging, tracking, escalation, and documentation

Good verbal and written communication

Ability to work under pressure and adapt to changing circumstances

Academic Requirements

Bachelor’s degree or equivalent in Information Technology, Computing, or a related field