L1 System Support Engineer

Job description

ABOUT US At TOPPAN Security, our mission is to shape a meaningful, technology-driven future by being a global leader in mission-critical identity and payment technologies. We serves as the international development arm of the TOPPAN Group in the security domain founded in 1900. TOPPAN is a trusted Japanese brand renowned for its commitment to exceptional quality. Building on this legacy, we combine bold ideas, deep sector expertise, and collaborative intelligence to deliver secure, future-ready solutions. Our culture is grounded in four core values: Agility , Ownership , Resilience , and a Sense of Fun . We move fast, lead with accountability, grow through challenges, and bring positive energy into everything we do. Join us and be part of a global, collaborative team where trust and innovation drive everything we do. About the Role We are looking for an L1 System Support Engineer with 0–2 years of experience to join our support team as the first point of contact for technical issues. This is a great opportunity for someone early in their IT career who is quick to learn and eager to grow in a fast-moving IT environment. You will build a solid technical foundation across software, hardware, and drivers, follow structured support processes, and work closely with L2 and L3 teams as you develop your troubleshooting skills. Key Responsibilities • Act as the first point of contact for incoming technical support requests via ticketing system, email, phone, or chat. • Log, categorize, and prioritize support tickets accurately and in a timely manner. • Perform initial troubleshooting of common software, hardware, and driver-related issues. • Guide end users through basic setup, configuration, and issue resolution steps. • Escalate unresolved or complex issues to L2/L3 support with clear notes, context, and steps already taken. • Follow established support processes and Standard Operating Procedures (SOPs) consistently. • Keep ticket records and documentation clear and up to date throughout the issue lifecycle. • Assist with routine maintenance tasks such as basic software installations and updates under guidance. • Track ticket status and follow up with users to ensure timely resolution and closure. • Continuously learn the organization's systems, tools, and support procedures, building toward L2-level skills. Required Skills & Experience • 0–2 years of professional experience in IT support, helpdesk, or a related technical role (internships and hands-on coursework/projects are welcome). • Solid foundational understanding of computer software, hardware components, and drivers. • Basic understanding of common operating systems (Windows and/or Linux). • Familiarity with support processes and ticketing/workflow concepts; experience with tools like Jira is a plus. • Quick to learn new tools, systems, and processes in a fast-moving IT environment. • Strong sense of ownership and follow-through on assigned tickets and tasks. • Basic troubleshooting mindset — able to ask the right questions and narrow down issues systematically. Nice to Have • Hands-on experience with a ticketing/ITSM tool such as Jira. • Exposure to basic networking concepts (IP addresses, connectivity checks such as ping). • Any relevant certifications, coursework, or self-directed projects in IT support or systems (e.g., CompTIA A+, Network+). • Prior experience in a customer-facing or service-oriented role. Soft Skills & Other Requirements • Strong teamwork and collaboration skills, comfortable asking for help and working with more senior support staff. • Clear communication skills, able to explain technical issues in simple terms to non-technical users. • Fluency in English, spoken and written. • Patience, a positive attitude, and a genuine willingness to learn and grow. • Good time management skills, able to handle multiple tickets and requests in a fast-paced environment. • Attention to detail when logging issues and following procedures. What We Offer • A structured environment to build a strong foundation in IT support and systems. • Mentorship and a clear growth path toward L2 and beyond. • Exposure to a fast-moving IT environment with a broad technology stack. • A collaborative, supportive team culture. Location: Multiple Locations across Ethiopia (including Addis Ababa, Adama, Jimma, Hawassa, Hosana, Wolaita Sodo, Arba Minch, Mizan Aman, Metu, Nekemte, Bahir Dar, Gondar, Woldiya, Dessie, Debre Birhan, Dire Dawa, Semera, Jigjiga, Gode, Bale Robe, and Bule Hora) This position is available across multiple locations in Ethiopia. Applicants should clearly indicate their preferred duty station in their application. TOPPAN is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, color, religion, national origin, veteran status, or disability.