Location: Florham Park, NJ & Bay Area, USAWorkplace Type: Onsite

About The Role

Incedo is seeking proactive L1 Engineers to provide SOP-based support to our customers. This role is crucial for ensuring the smooth operation of our clients' systems and requires a strong customer-first mindset. As an L1 Engineer, you will be responsible for initial troubleshooting, incident management, and escalating complex issues to higher-level support teams. The ideal candidate will possess excellent communication skills, a keen attention to detail, and the ability to work collaboratively within a team environment. You will be working in a fast-paced environment, providing essential support to our clients and contributing to their overall success. This role offers an excellent opportunity to enhance your technical skills and gain valuable experience in a dynamic and growing company. We are looking for individuals who are passionate about technology and dedicated to providing exceptional customer service. If you are a problem-solver with a strong work ethic and a desire to learn, we encourage you to apply.

Key Responsibilities

* Provide first-level technical support to customers via phone, email, and chat

* Follow established Standard Operating Procedures (SOPs) to resolve common issues

* Document all interactions and troubleshooting steps in a clear and concise manner

* Escalate complex issues to L2/L3 support teams as needed

* Monitor system performance and identify potential issues

* Collaborate with team members to ensure timely resolution of incidents

* Contribute to the improvement of SOPs and knowledge base articles

* Maintain a high level of customer satisfaction through professional and courteous service

* Participate in training sessions to enhance technical skills and knowledge

* Adhere to company policies and procedures

Required Skills & Qualifications

* Strong and clear written and verbal communication skills

* Customer-first mindset with a focus on providing excellent service

* Empathy and strong stakeholder communication skills

* Attention to detail and documentation discipline

* Problem-solving and structured troubleshooting abilities

* Ownership, urgency, and team collaboration skills

* Ability to follow runbooks and improve them over time

* Good understanding of collaboration tools like Microsoft Teams/Outlook/Webex

* Basic understanding of networking concepts (TCP/IP, DNS, etc.)

* Familiarity with operating systems (Windows, Linux)

* Experience with ticketing systems (e.g., ServiceNow, Jira)

* Ability to work independently and as part of a team

* Associate's or Bachelor's degree in a related field is a plus