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 requestsProvide first-line triage and initial issue assessmentRoute tickets to appropriate teams for resolutionMaintain clear communication with stakeholders and provide regular updatesTrack and manage SLAs to ensure timely resolutionCoordinate operational activities across teams when requiredRequired Skills & Qualifications:Experience with Jira or similar ITSM toolsBasic technical understanding of infrastructure, platforms, and applicationsStrong communication and coordination skillsAbility to prioritize workload under SLA constraintsDisciplined approach to ticket handling and stakeholder updatesPreferred Qualifications:Experience in support or service desk environmentsStrong organizational and multitasking skillsCustomer-oriented mindsetIf you enjoy working in a dynamic environment and excel at coordinating and resolving issues efficiently, we would love to hear from you.
