Service Desk Analyst / NOC Analyst L1 Engineer

1st Line Support Engineer / Service Desk L1 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. 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 colocation-related 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 Experience with Ticket Management tool (Jira - preferred) Experience with Cloud systems - Hypervisors and Baremetal - nice to have RMA (Return Merchandise Authorization ) - nice to have Performance & Success Metrics SLA compliance (response and resolution times Ticket quality and documentation accuracy Customer satisfaction and communication quality Effective coordination with onsite teams Quality of shift handovers