L1 support engineer

Key Responsibilities

• Handle customer support requests through tickets, calls, and chats.
• Understand customer issues and accurately log and categorize support tickets.
• Perform basic technical checks and troubleshooting to identify the root cause of common issues.
• Guide customers through troubleshooting steps and standard resolutions.
• Use available knowledge bases, FAQs, troubleshooting guides, and standard procedures to resolve issues.
• Escalate complex or unresolved issues to L2/L3 support teams with clear and complete troubleshooting notes.
• Follow up on escalated issues and keep customers informed about the status of their requests.
• Monitor system alerts and identify unusual or potential issues.
• Maintain accurate records of customer interactions and issue resolutions.
• Help maintain and update support documentation, FAQs, and knowledge-base articles.
• Follow defined support processes, SLAs, and escalation procedures.
• Work collaboratively with other technical and support teams to ensure timely issue resolution.

Required Skills

• Basic knowledge of Windows/Linux operating systems.
• Basic understanding of computers, networking, and internet concepts.
• Good verbal and written communication skills.
• Strong customer-service orientation.
• Ability to follow technical procedures and checklists.
• Good troubleshooting and problem-solving skills.
• Strong attention to detail.
• Ability to work effectively in a shift-based environment, including night shifts.
• Willingness to learn new technologies, tools, and systems.

Educational Qualification

• Any graduate degree such as B.Sc, BCA, B.E./B.Tech, or equivalent.
• Relevant technical certifications are an added advantage but are not mandatory.

Nice to Have

• Experience with helpdesk or ticketing platforms such as ServiceNow, Jira, Zendesk, Freshdesk, or similar tools.
• Basic knowledge of AWS, Azure, or GCP.
• Familiarity with command-line tools.
• Previous experience in IT support, technical support, helpdesk, or customer support.