L1 Support Specialist

As a member of the Support organization, you will resolve post install customer inquiries via phone and electronic means. Your focus is to provide level one support, including problem resolution within published goals using the Knowledge Base, product documentation, Lab Testing, etc. to resolve issues.

Working in Technical Support the Support Specialist will provide first class technical support to Infrasys customers by troubleshooting, analyzing, replicating and diagnosing issues in line with the Shiji service levels and best practice, with a focus on quality working and customer satisfaction. 
 

• Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of Infrasys support services
• Understand our customer needs, expectations and assist them using our applications
• Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution 
• Escalate Tickets which need further investigation by 2nd and 3rd Level Support
• Analyze and clarify customer queries though troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc.
• Attend regular product/technology training to remain up to date with developments of the Infrasys solution

This role provides technical and customer support to Infrasys customers, ensuring consistent service delivery across multiple channels — phone, email, and web. The position requires availability during standard business hours (09:00–17:00) throughout the year, with occasional participation in shift patterns to support 24/7/365 coverage as needed.