L-1 Support 24*7

Role Overview

The L1 Shift Engineer is responsible for providing first-level monitoring, troubleshooting, and support for network, LI system, and security infrastructure. This role ensures smooth operations of critical services in a 24x7 environment and escalates issues to higher-level teams when required.

Key Responsibilities

• Monitoring & Operations
• Monitor network devices, servers, applications, and systems
• Ensure uptime of critical LI infrastructure as per SLAs.
• Incident Management
• Log, track, and resolve L1 incidents and service requests within defined timelines.
• Perform initial diagnosis, apply standard fixes, and escalate to L2/L3 teams when required.
• Shift Operations
• Execute daily health checks, backups, and routine maintenance tasks.
• Maintain shift handover logs with complete incident details and actions taken.
• Compliance & Documentation
• Adhere to SOPs, LI policies, and regulatory guidelines.
• Update knowledge base and maintain accurate incident documentation.
• Collaboration
• Coordinate with cross-functional teams (network, security, systems, applications) for issue resolution.
• Provide timely updates to stakeholders on incident status.

Required Skills & Qualifications

• Diploma / Bachelors degree in IT, Electronics, Telecommunications, or related field.
• Basic knowledge of networking (TCP/IP, DNS, DHCP, routing & switching).
• Familiarity with monitoring tools (e.g., SolarWinds, Nagios, Zabbix, or similar).
• Understanding of Windows/Linux OS basics.
• Good troubleshooting and problem-solving skills.
• Willingness to work in 24x7 rotational shifts.
• Strong communication and documentation skills.