L1 Support Specialists

Costa Rica
Full Time
Entry Level

Role: Identity Associate (L1 Support team)
Location: Costa Rica

Job Description

  • Monitor the event alerts and notify to the concerned team and process the requests from the end users to level 2 and level 3 support engineers.
  • Closely monitor the health checks of the system.
  • Respond to tickets in accordance with SLA guidelines.
  • Provide basic troubleshooting and guidance to customers in resolving their issues.
  • Logging customer interactions and creating support tickets for tracking purposes.
  • Escalating unresolved issues or complex problems to higher-level support tiers (e.g., L2 or L3 support) when necessary.
  • Assist the L2/L3 team in patching/Maintenance activities.
  • Will be part of different projects (IAM, IGA,PAM etc.,).
  • Preferable to have candidates with working knowledge in any of the ticketing tools and IAM products.
  • Flexible to work on US hours to support customers.

Roles & Responsibilities

  • Problem reception and documentation.
  • Response to emails chat and support tickets promptly.
  • Logging and categorizing support requests
  • Performing initial diagnostics to identify the nature of the problem
  • Offering first-level troubleshooting steps to resolve simple issues
  • Resetting password.
  • Resolution of routine issues / known problems.
  • Fulfill service requests by following scripts.
  • Escalations to L2 support for complex problems.
  • Maintaining clear and concise documentation of issues and resolutions
  • Prepare and update Runbooks (should be upto date)
  • Alerts Monitoring.
  • Vulnerability tracking.
  • Updating shift handover document.

Simeio is an equal opportunity employer. If you require assistance with completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to any of the recruitment team at recruitment@simeio.com or +1 404-882-3700.

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