Level 1 Customer Support Engineer
Top Hat Engineering
full-time
Posted on:
Location Type: Remote
Location: Florida • United States
Visit company websiteExplore more
Salary
💰 $60,000 - $70,000 per year
Tech Stack
About the role
- Serve as first point of contact for IT incidents and service requests impacting warehouse operations
- Support users via ticketing system, phone, and operational escalation channels
- Perform initial troubleshooting of WMS applications and related systems
- Support workstations, and warehouse peripherals
- Document operational impact and troubleshooting steps in incident tickets
- Escalate unresolved issues to Level 2 / Level 3 support teams following defined procedures
- Follow ITIL-based incident, request, and change management processes
- Provide timely first-line support for distribution center operations
Requirements
- High school diploma or equivalent (Degree in IT preferred)
- 4 - 6 years of experience in IT support or service desk roles
- Basic knowledge of Windows workstations and mobile devices
- Familiarity with ticketing systems such as Zendesk, ServiceNow or Jira
- Basic understanding of networking concepts
- Strong communication and customer service skills
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT supportservice desktroubleshootingWMS applicationsWindows workstationsmobile devicesnetworking concepts
Soft Skills
communicationcustomer service
Certifications
high school diplomadegree in IT