Systems Engineer – Level 1 Technical Support

About the role

The Level 1 Technical Support Engineer provides front‑line support for customers using Symantec Endpoint Security and Symantec Network Protection, both on‑premise and cloud. Working 24x7, the role collaborates with L2/L3 engineers, onsite technicians and service delivery teams to restore service and maintain system availability.

Key responsibilities

• Serve as the first point of contact for technical support requests related to Symantec Endpoint Security and Network Protection (35%).
• Design, configure and implement server and storage solutions for TD SYNNEX applications on‑premise and cloud platforms (25%).
• Provide operational support for regional network services that enable customer access to revenue‑generating applications, with limited senior assistance in critical situations (25%).
• Create and maintain technical documentation and manage tickets according to ITIL processes (5%).
• Analyze vendor invoices, maintain inventory and order equipment (5%).
• Continuously expand knowledge and skill base (5%).

Required profile

• 1‑3 years of relevant experience in systems engineering or technical support.
• Associate degree in Systems Engineering or a related field (preferred).
• Certifications such as CompTIA Security+, CISSP or equivalent; Symantec/Broadcom training is a plus.
• Ability to follow defined processes, troubleshoot effectively and communicate clearly.
• Experience supporting onsite technicians remotely using OEM repair procedures.

Required skills

• Symantec Endpoint Security
• Symantec Network Protection
• Server and storage configuration
• Cloud platform implementation
• ITIL ticketing processes
• CompTIA Security+ (or equivalent)
• CISSP (or equivalent)
• Remote support of onsite technicians
• OEM repair procedures