L1 Support (Technical Support)

Position Overview:
Level 1 Support Specialist is the first point of contact for technical assistance and mainly responsible for the monitoring of workflow/pipeline/job executions in Production environment. The ideal candidate should possess excellent communication abilities, strong problem-solving skills, and a customer-focused mindset.

Serve as the initial point of contact for Client requiring assistance with basic inquiries and issues
Monitor execution of workflows/pipelines/jobs
Review results of executions and report to Client
Diagnose and resolve basic issues encountered during workflow/pipelines/job executions
Log and track all issues using the Client's ticketing system from creation to closing
Document root cause, solution, and create knowledge base documentation to assist with future troubleshooting
Follow up with Client to ensure that reported issues have been resolved to their satisfaction
Escalate complex or unresolved issues to higher-level support teams according to documented processes
Maintain and update technical documentation and procedures.
Collaboration with Service Delivery Manager, Project Manager, Client, and/or third-party vendors in the performance of work, as needed

Qualifications:
Bachelor's degree in computer science, Information Technology, or related field
Has at least 6 months to 1 year of experience in L1 Support
Ability to write efficient and optimized SQL queries
Knowledgeable in Azure Synapse/Asure Data Factory
Previous experience in technical support role is a plus.
Knowledge and experience with IT service management tools and ticketing systems (e.g., ServiceNow, Jira, Azure DevOps) is a plus.