About Indeo Solutions
Indeo Solutions is a dynamic and fast-growing company specializing in providing cutting-edge DevOps solutions to businesses worldwide. Our globally distributed, multi-national team ensures 24/7 support through a follow-the-sun model, delivering efficient, secure, and scalable solutions.
If you are passionate about technology, thrive under pressure, and enjoy helping clients resolve technical issues, we invite you to join our team of dedicated professionals.
Your Role
As a 1st Level Support Engineer, you will be the first point of contact for our clients, ensuring smooth and timely resolution of technical issues. Your focus will be on maintaining uptime and availability for mission-critical systems across diverse industries. You will work closely with 2nd and 3rd level support teams to escalate and resolve more complex challenges.
This is a 24/7 shift-based role, requiring flexibility to work on rotating schedules, including nights, weekends, and holidays.
Responsibilities
Incident Management
- Serve as the first point of contact for technical support via email, chat, and phone.
- Diagnose and resolve basic technical issues related to infrastructure, applications, and systems.
- Record and track incidents in the ticketing system, ensuring timely updates and resolutions.
Monitoring and Reporting
- Proactively monitor client environments using tools like Grafana, Prometheus, Datadog.
- Identify and respond to alerts, escalating issues to higher-level support teams as needed.
- Prepare daily, weekly, and monthly reports on system performance and incident trends.
Collaboration
- Work closely with 2nd and 3rd level support teams to ensure seamless handover of unresolved issues.
- Communicate effectively with clients to understand their concerns and provide regular updates on ticket status.
Knowledge Management
- Maintain and update a knowledge base of troubleshooting guides and FAQs.
- Provide feedback to improve processes and enhance client satisfaction.
Qualifications
Technical Skills
- Basic knowledge of operating systems (Linux, Windows) and networking principles.
- Familiarity with monitoring tools (Grafana, Prometheus, Datadog) and ticketing systems (Jira, ServiceNow).
- Understanding of cloud platforms like AWS, Azure, or GCP is a plus.
- Ability to follow documented procedures and contribute to process improvement.
Soft Skills
- Strong communication skills with a customer-focused mindset.
- Ability to work under pressure and prioritize tasks effectively.
- Willingness to learn and adapt to new tools and technologies.
Experience
- Previous experience in a technical support or helpdesk role is preferred.
- Familiarity with 24/7 support environments and shift-based work schedules.
Why Join Us?
At Indeo Solutions, we value our employees and their well-being. Here’s what we offer:
- Flexible Shifts: A fair and well-structured rotating schedule with opportunities to trade shifts.
- Generous Vacation: 30 days of vacation per year to recharge.
- Professional Development: Access to training and certifications to enhance your technical skills.
- Global Team: Collaborate with a diverse team of professionals across different time zones.
- Fully Remote: Work from anywhere while contributing to world-class solutions.
How to Apply
If you are ready to kickstart your career in IT support and be part of a team that values innovation, collaboration, and work-life balance, we’d love to hear from you!
Please send your resume and a brief cover letter to [email protected].
Join us in transforming how businesses operate through reliable and innovative support solutions!