L1 Technical Support – SAS

About the role

The L1 Technical Support position focuses on being the first line of defense for customers and field engineers, handling incoming technical inquiries via calls, emails, and tickets. You will work closely with the support team to ensure fast, accurate resolutions and maintain high service standards.

Key responsibilities

• Respond to client calls, emails, and tickets, acting as the primary point of contact.
• Diagnose and resolve technical issues remotely, escalating when necessary.
• Monitor ticket queues to meet SLA commitments and keep stakeholders informed of delays.
• Utilize knowledge bases and internal systems to find solutions quickly and share insights.
• Own each issue from initial contact through final resolution.
• Observe system events to anticipate client needs and proactively address potential problems.

Required profile

• A passion for problem‑solving and helping others.
• Fluent English with strong communication skills.
• Ability to stay calm and effective under pressure.
• Willingness to work in a 24/7 environment, including weekends.
• Commitment to following screening criteria and company policies.