Technical Support Agent (L1)

Responsibilities

• User & Access Operations: Handle front-line account issues, including Single Sign-On (SSO) login friction, user account creation, account activation, and password resets.
  
• Alert Triage & Log Analysis: Monitor system health dashboards, review system log outputs, and parse JSON alert payloads to distinguish true operational incidents from system noise.
  
• Connectivity & Environmental Checks: Perform initial triage on local camera outages, VPN connectivity issues, firewall settings, and browser permission configurations.
  
• Incident Escalation & Handoffs: Write clear, structured handoff notes and incident observations to escalate complex issues seamlessly to L2 engineers and distributed regional teams.
  
• Runbook Adherence: Operate with high precision strictly within predefined standard operating procedures (SOPs) and read-only guidelines.
  

Requirements & Qualifications

• Technical Aptitude: Degree, diploma, or practical project experience in IT, Computer Science, System Administration, or a related field.
  
• Log & Alert Parsing: Demonstrated ability to read system logs and parse JSON alert outputs.
  
• Communication: Exceptional written and spoken English skills, with the ability to write concise technical summaries (verified via assessment).
  
• Attention to Detail: Meticulous process discipline with the ability to triage concurrent alerts accurately without making unauthorized system changes.
  
• Roster Flexibility: Full commitment to a 24/7 staggered 5-day work schedule (44 hours/week), including weekend shifts, public holiday coverage, and rotational days off during the week. Minimum 6-month commitment to the role.