L1 Support Engineer

5centsCDN

RemotePosted July 26, 2026

About the role

5centsCDN is seeking an L1 Support Engineer to provide enterprise-level technical support to customers. You will diagnose and troubleshoot basic software and hardware problems and escalate unresolved issues to L2 support with the appropriate internal teams, such as software developers and hardware engineers. Responsibilities include service ticket registration, monitoring and analyzing the health status of devices in portals, resolving basic technical issues, configuration control, and using remote desktop connections to provide immediate assistance. You will communicate with clients via email and chat for quick resolutions; for more complex problems, you will contact clients by phone and/or provide clear written instructions and technical manuals.

L1 Support Engineer

5centsCDN

RemotePosted July 26, 2026

About the role

5centsCDN is seeking an L1 Support Engineer to provide enterprise-level technical support to customers. You will diagnose and troubleshoot basic software and hardware problems and escalate unresolved issues to L2 support with the appropriate internal teams, such as software developers and hardware engineers. Responsibilities include service ticket registration, monitoring and analyzing the health status of devices in portals, resolving basic technical issues, configuration control, and using remote desktop connections to provide immediate assistance. You will communicate with clients via email and chat for quick resolutions; for more complex problems, you will contact clients by phone and/or provide clear written instructions and technical manuals.

Key Responsibilities: - Address users' tickets regarding hardware, software, and networking. - Knowledge of system security (e.g., intrusion detection systems) and data backup and recovery. - Maintains and administers computer networks and related computing environments. - Hands-on experience in networking, routing, and switching. - Resolve technical problems with LANs, WANs, and other systems. - Manage file servers and printer servers. - Manage hardware and software assets. - Create accurate network diagrams and documentation for network design and planning. - Handle Outlook and mailbox issues. - Assist users in connecting to video conferencing apps such as Zoom, Webex. - Walk customers through installing applications and peripherals. - Ask targeted questions to diagnose problems. - Conduct remote troubleshooting.

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Key Responsibilities: - Address users' tickets regarding hardware, software, and networking. - Knowledge of system security (e.g., intrusion detection systems) and data backup and recovery. - Maintains and administers computer networks and related computing environments. - Hands-on experience in networking, routing, and switching. - Resolve technical problems with LANs, WANs, and other systems. - Manage file servers and printer servers. - Manage hardware and software assets. - Create accurate network diagrams and documentation for network design and planning. - Handle Outlook and mailbox issues. - Assist users in connecting to video conferencing apps such as Zoom, Webex. - Walk customers through installing applications and peripherals. - Ask targeted questions to diagnose problems. - Conduct remote troubleshooting.