Level 1 Support Engineer

Role Overview

The Level 1 Support Engineer is the first point of contact and primary service owner for our customers. This role operates in a high-volume service desk environment, with success measured by quality of resolution, ownership, and customer experience. As an L1 Support Engineer, you will support multiple areas of our organisation, focusing on individual products for defined periods before rotating to others.

What You Will Do

Perform Level 1 troubleshooting across hardware, software, and cloud services, diagnose and resolve known issues across supported platforms and operating systems, use remote access tools and knowledge base articles to investigate and resolve incidents efficiently, review incident history to identify recurring issues and escalate appropriately.

Why It Might Be a Fit

This role supports clear vertical career progression within our Cebu support organisation, with established Level 2 and Level 3 teams, as well as opportunities to move horizontally into adjacent roles. You will have the opportunity to build deep technical and functional expertise in each solution while developing a well-rounded understanding of our full product portfolio.

Requirements

• High School diploma or equivalent
• Strong written and verbal communication skills in English
• Basic technical knowledge and experience with Windows operating systems
• Ability to work in a structured, process driven support environment
• Strong organisational skills and attention to detail

Benefits

• Full training will be provided
• Opportunities for career progression
• Clear vertical and horizontal career movement
• Strong culture of internal promotion