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.

Key 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.

Required Skills:

- 2-4 years of experience in L1/Application/Technical Support.

- Good understanding of Linux/Windows environments.

- 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.

Educational Qualifications:

BE