XTN-44BB128 | 1ST LINE SUPPORT ENGINEER

Role Overview
The 1st Line Support Engineer is the first point of contact for our customers.The role is
responsible for monitoring, logging, triaging and resolving customer support requests via
Jira, and coordinating with onsite Smart Hands and internal teams to ensure timely
resolution in line with SLAs.
This is a remote role operating on a 24/7 shift rota supporting mission-critical
infrastructure.

• Perks and benefits
  • Medical
  • Miscellaneous allowance
  • Loans
  • Dental

• Key Responsibilities:
  Ticket Management & Customer Support
  Act as the first point of contact for all customer incidents, service requests, and
  enquiries via Jira Service Management
  Accurately log, categorise, prioritise, and assign tickets according to agreed SLAs
  Provide regular updates to customers on ticket progress and resolution
  Ensure all tickets are clearly documented with actions taken and outcomes
  Incident Triage & Resolution
  Preform initial triage and troubleshooting for common data center and colocationrelated issues including:
  Power alerts and basic electrical issues
  Network connectivity checks (port status, link state, basic diagnostics)
  Cross-connect and cabling queries
  Access requests and remote hand tasks
  Resolve first-line issues where possible using documented procedures and runbooks
  Escalate complex or unresolved issues to 2nd/3rd line teams in line with escalation
  procedures
  Smart Hands Coordination
  Act Dispatch and coordinate onsite Smart Hands to perform physical tasks such as:
  Cold cycles
  Visual inspections
  Cabling checks and patching
  Media handling and deliveries
  Provide clear, accurate instructions to onsite staff and validate task completion
  Monitoring & Proactive Support
  Monitoring infrastructure alerts, environmental systems, and service dashboards
  Proactively raise and manage incidents based on alerts or abnormal conditions
  Identify recurring issues and contribute to problem management activities
  Documentation & Process
  Follow established SOPs, runbooks, and escalation paths
  Update internal documentation and knowledge base where gaps are identified
  Ensure handover notes are completed during shift changes
  Team Collaboration & Training
  Work as part of a distributed, international support team
  Initial training and ongoing collaboration will primarily take place during German
  business hours, which are also the standard working hours for 2nd and 3rd Line Support
  teams
  The working language of the company is English. German language skills are also
  welcomed

• Shift & Availability Requirements
  Participation in a rotating shift pattern, including nights, weekends, and public holidays
  Ability to work independently during out-of-hours periods
  Reliable internet connection and suitable working environment
  Role is fully remote; company hardware will be provided

• Skills & Experience:
  Essential
  Experience in a 1st Line / Service Desk / NOC role
  Minimum of 3+ years experience in 1st Line, Service Desk or NOC support roles
  Familiarity with Jira or similar ticketing and alerting systems
  Demonstrated regular usage experience with Jira or similar ticketing and alerting
  systems
  Basic understanding of:
  Data center operations and colocation services
  Basic cloud concepts
  Linux fundamentals
  Server Hardware
  Networking fundamentals (TCP/IP, ports, switches)
  Power and cooling concepts in a data center environment
  Strong written and verbal communication skills
  Problem-solving habits
  Good documentation habits
  Ability to remain calm and methodical during incidents
  Desirable
  Experience working data center smart hands or remote hands
  Knowledge of ITIL incident and request management
  Exposure to monitoring tools and alerting systems
  Understanding of SLAs and customer-facing support environments