About the role
We are looking for an L1 Support Engineer with 2-4 years of experience to provide first-level technical support, troubleshoot issues, and ensure timely resolution of user and application-related problems.
Responsibilities:
- Provide L1 technical/application support to users.
- Monitor applications, systems, and alerts and respond to incidents.
- Troubleshoot basic application, system, network, and access-related issues.
- Log, track, and update incidents/tickets in the ticketing system.
- Escalate unresolved issues to L2/L3 teams with proper details.
- Follow defined SOPs, SLAs, and escalation procedures.
- Perform basic log analysis and identify recurring issues.
- Coordinate with development, infrastructure, and other support teams.
- Maintain proper documentation of incidents, resolutions, and FAQs.
- Provide regular status updates to stakeholders.
Requirements:
- 2-4 years of experience in L1/Application/Technical Support.
- Good understanding of Linux/Windows environments.
- Basic knowledge of SQL and database troubleshooting.
- Understanding of REST APIs and basic application troubleshooting.
- Familiarity with ITSM/ticketing tools such as ServiceNow, Jira, or similar.
- Basic knowledge of networking concepts such as TCP/IP, DNS, HTTP/HTTPS.
- Good troubleshooting and problem-solving skills.
- Strong communication and interpersonal skills.
- Willingness to work in shifts, if required.
- Good to Have Experience with monitoring tools.
- Basic knowledge of cloud platforms such as AWS/Azure.
- Knowledge of scripting such as Shell/Python.
- Experience working in a production support environment.
- Skills Required: L1/Application/Technical SupportLinux/WindowsSQLServiceNow, Jira Re.