The System Engineer – Level 1 is responsible for providing first-line technical support for IT infrastructure, backup operations, and end-user services. The role includes monitoring backup jobs, managing support tickets, ensuring SLA compliance, performing initial troubleshooting, and escalating complex issues to senior engineers while delivering excellent customer service.
Key Responsibilities
Backup Operations
Monitor scheduled backup jobs and verify successful completion.
Investigate and perform initial troubleshooting for backup failures.
Re-run failed backup jobs where applicable.
Perform file and data restore requests based on customer requirements.
Monitor backup storage utilization and report capacity issues.
Assist in backup verification and periodic recovery testing.
Escalate unresolved backup issues to senior support engineers.
Ticket Management
Log, classify, and prioritize support tickets.
Respond to incidents and service requests within agreed SLA timelines.
Update tickets with troubleshooting activities, progress, and resolution details.
Ensure all tickets are accurately documented and closed upon successful resolution.
Escalate issues according to established support procedures.
Maintain ownership of assigned tickets until closure.
SLA Management
Monitor response and resolution times for all assigned incidents.
Ensure compliance with customer service level agreements.
Identify potential SLA breaches and escalate proactively.
Follow up on pending tickets to ensure timely resolution.
Prepare operational reports as required.
Infrastructure Support
Provide first-level support for desktops, laptops, printers, and peripheral devices.
Troubleshoot operating system and application issues.
Support user account administration, password resets, and access requests.
Monitor server availability and basic system health.
Perform basic virtualization monitoring and health checks.
Troubleshoot basic network connectivity issues.
Assist with syste
📌 System Engineer (India)
🏢 Byezzy Tech
📍 India
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