L1 Support Engineer

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.