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L1 Support Engineer

First Line Software s.r.o.

Information about the position

  • Place of work: Remote work
  • Basic wage component (gross) and other rewards: 200 EUR/month
  • Contract type: agreement-based (Temporary jobs), trade licence

Job description, responsibilities and duties


The Level 1 Support Engineer will provide servicedesk enterprise-level assistance for communication/contact center platform which is used in several European branches of company.

The solution is powered by Twilio as the main solution provider, coming out of the box with many features related to voice automation, telephony, routing, etc.


Receiving/registering customer’s requests
Qualify requests
Verify that documentation is sufficient
Dispatching internal/external
Escalation problems to higher support levels

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


- Shifts cover the out-of-business-hours Belgium working hours and days (not a full time job!!) - each support engineer is responsible for covering mentioned hours within in minimum one week a month
- L1 engineers have access to the ticket management system owned and managed by Customer
- Work is carried out remotely at your own workplace with the ability to receive incoming calls
- Internet access with good speed required and a smartphone to receive incoming calls


Before the start of work, the Customer’s dedicated team will conduct an introduce training of the L1 team


- Hands-on experience with Windows or Linux or MacOS environments
- Familiarity with remote desktop applications and help desk software
- Desired experience as a Technical Support Engineer, Desktop Support - Engineer, IT Help Desk Technician or similar role


- Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
- Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making
- Service Orientation — Actively looking for ways to help people
- Time Management — Managing one's own time and the time of others
- Speaking — Talking to others to convey information effectively
- Writing — Communicating effectively in writing

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University student
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Upper intermediate (B2)


Brief description of the company

First Line Software is an international team of over 400 professionals around the world (America, Europe, Asia, and Australia) who develop innovative solutions in the software industry. We try to keep an open atmosphere; we appreciate freedom and flexibility in everything. We are waiting for you in our FLS Family.

Number of employees

250-499 employees