L1 Technical Support (Linux)

Provide 1st-level escalation and troubleshooting support for customer inquiries regarding product features, specifications, repairs, and entitlements.

Primary Support Responsibilities

• Serve as the primary contact for Linux OS support, configuration, and troubleshooting.
• Assist and troubleshoot Windows issues as required.
• Perform weekly cadence checks and maintenance for Linux and Windows environments.
• Plan and schedule OS patching activities for Linux and Windows servers.
• Generate patching tracker reports and compliance documentation.
• Ensure Linux systems are up to date, secure, and compliant with company policies.
• Maintain and update customer inventories per request.
• Integrate CMDB data from ServiceNow with customer inventory.
• Conduct rack validation and update physical asset information.
• Perform local user access reviews on Linux and Windows servers using BigFix.
• Prepare and maintain accurate documentation for troubleshooting, processes, and system configurations.
• Collaborate with internal teams to meet SLA requirements and proactively prevent recurring issues.
• Handle multiple technical tasks independently with minimal supervision.
• Participate in rotational shifts and provide off‑hours standby support when needed.
• Continuously improve technical skills, particularly in Linux administration, through self‑paced learning and knowledge sharing.

Technical Skills & Tools

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