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.
