CRG Colombia! As a Tier 1 Support Engineer, you will be responsible for providing technical support and assistance to our internal teams and clients who utilize our SOC platform. You will play a crucial role in ensuring the smooth operation of our platform by resolving issues, answering inquiries, and escalating more complex problems to higher-tier support engineers. This position requires excellent communication skills, as you will interact with various teams and clients on a regular basis.

Requirements:

• Fluent in English. High Proficiency level (must).
• 1+ years of experience in a technical support role.
• Strong IT knowledge, particularly in networking, to analyze and resolve complex technical issues efficiently.
• Knowledge of cybersecurity principles and technologies, including SIEM (Security Information and Event Management).
• Familiarity with ticketing systems and their usage for efficient issue tracking and resolution.
• Excellent problem-solving and analytical skills.
• Proactive and self-motivated with a "can do" approach, demonstrating a willingness to take on challenges and find solutions.
• Ability to effectively communicate technical information to both technical and non-technical individuals.
• Strong customer service orientation with a focus on delivering exceptional support experiences.
• Ability to work well under pressure and prioritize tasks in a fast-paced environment.
• Self-motivated and eager to learn new technologies and industry trends.

Responsibilities:

• Respond promptly and professionally to support tickets and inquiries from internal teams and clients.
• Troubleshoot and resolve basic technical issues related to our SOC platform, utilizing knowledge base resources and collaboration with higher-tier support engineers.
• Identify and escalate complex technical issues to Tier 2 and Tier 3 support engineers when necessary.
• Communicate with clients and internal teams to gather necessary information for issue resolution.
• Collaborate with other support engineers to develop and maintain an up-to-date knowledge base of known issues and solutions.
• Provide guidance and assistance to clients in the use of our SOC platform, ensuring they maximize its capabilities.
• Document support activities, including ticket updates, issue resolution steps, and client communication.
• Continuously update and expand technical knowledge related to our SOC platform and the cybersecurity industry.