Descripción de la oferta
Excelia is a multinational Consulting, Technology, and Professional Services firm with more than 25 years of experience. We provide services in over 50 countries across Europe, Latin America, and the United States, operating from our 9 own offices worldwide.
Job Description
We are looking for a proactive L1 Support Engineer to join our team. In this role, you will be responsible for intake, triage, and operational coordination of incidents and service requests, ensuring efficient handling and adherence to SLAs.
Key Responsibilities
Perform ticket logging and ensure accurate documentation of incidents and requests
Provide first-line triage and initial issue assessment
Route tickets to appropriate teams for resolution
Maintain clear communication with stakeholders and provide regular updates
Track and manage SLAs to ensure timely resolution
Coordinate operational activities across teams when required
Required Skills & Qualifications
Experience with Jira or similar ITSM tools
Basic technical understanding of infrastructure, platforms, and applications
Strong communication and coordination skills
Ability to prioritize workload under SLA constraints
Disciplined approach to ticket handling and stakeholder updates
Preferred Qualifications
Experience in support or service desk environments
Strong organizational and multitasking skills
Customer-oriented mindset
If you enjoy working in a dynamic environment and excel at coordinating and resolving issues efficiently, we would love to hear from you.
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