L1 Support Engineer - Technical Services

Experience: 2-5 years
Location: Remote
Qualification: Bachelors

Job Overview:

The L1 Support Engineer – Technical Services will be responsible for managing Android tablet devices across the enterprise, maintaining digital menu systems, implementing promotional campaigns, and delivering high-quality customer support across multiple channels. The ideal candidate combines strong technical troubleshooting skills with excellent customer service capabilities and the discipline to manage repetitive operational tasks efficiently.

Key Responsibilities:

Menu & CMS Management:

• Build, update, and maintain digital menus through the Content Management System (CMS).
• Configure and test menu items including pricing, descriptions, images, and availability.
• Ensure accuracy and consistency across all menu content and promotional materials.
• Collaborate with marketing and operations teams to implement seasonal menu updates and changes.

Promotions & Campaign Execution:

• Set up promotional campaigns using internal tools.
• Create, schedule, and monitor time-sensitive promotions and special offers.
• Verify campaign accuracy and troubleshoot issues before and during launch.

Device & Technical Support:

• Procure, maintain, and manage the enterprise Android tablet fleet.
• Provide responsive customer support via service desk ticketing system, live chat, and phone.
• Troubleshoot and resolve technical and operational issues in a timely and professional manner.
• Process and support refund requests in accordance with company policies.
• Document common issues and resolutions to improve support efficiency and knowledge sharing.

Required Skills & Competencies:

• 2–5 years of experience in technical support, IT services, or a related role.
• Strong troubleshooting and problem-solving skills.
• Familiarity with CMS platforms and basic device management.
• Ability to manage multiple tasks while maintaining attention to detail.
• Strong communication and customer service skills.
• Ability to work independently in a remote environment.