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Incubit Global Business Service (GBS)
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L1 IT Support Engineer

L1 IT Support Engineer

Incubit Global Business Service (GBS)

2 years

0 Lacs

india

Posted:1 week ago| Platform: GlassDoor logo

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Skills Required

support configuration software troubleshooting chat documentation resolve analysis network maintenance data integrity analyze metrics trending training development report testing communication writing monitoring itil management macos service

Work Mode

Remote

Job Type

Part Time

Job Description

Location: Delhi NCR

Notice Period : Immediate / Notice Serving (early joiners)

Requirement: L1 support for Icertis Contract Intelligence platform

Position Overview

L1 Support will provide first-line technical assistance to ensure a seamless experience with the Icertis Contract Intelligence platform and related desktop environments. L2 Support will handle escalations from L1, requiring deeper technical expertise in platform configuration, software integrations, and troubleshooting to deliver advanced solutions and maintain system performance

Key Responsibilities

Serve as the initial contact via phone, email, chat, or ticketing system.
Troubleshoot basic issues: password resets, login errors, software installations, printer and Outlook setups.
Utilize knowledge base, support scripts, and documentation to resolve issues rapidly.
Document all incidents and resolutions accurately in ticketing systems.
Escalate unresolved or complex issues to L2 or higher tiers with detailed notes and reproduction steps.
Follow up to ensure successful resolution and maintain high customer satisfaction.
Resolve complex technical issues escalated from L1, including deeper analysis of platform usage and errors.
Diagnose software, hardware, network, and Icertis-specific platform issues.
Act as primary liaison for Icertis platform adoption: respond to user inquiries, advise on best practices, and guide adoption.
Perform routine maintenance tasks—system updates, backups, data integrity checks.
Monitor system performance, analyze metrics, and escalate trending issues to L3 or specialized teams.
Create and maintain user documentation, knowledge articles, and training guides.
Collaborate with product, development, and moderation teams; report bugs as needed.
Participate in validation and testing cycles for new features, patches, and integrations.

Qualifications & Skills

Excellent communication skills—for direct user interaction and writing support documentation.
Familiarity with ticketing systems, monitoring tools, and ITIL practices.
2+ years of hands-on experience with Icertis contract management platforms.
Familiarity with Windows/macOS, Office Suite, Active Directory, and basic network troubleshooting.
Strong communication and customer service orientation.
Comfortable working from scripts and standard operating procedures.

Nice to Have

CompTIA A+, ITIL Foundation, or similar certifications.
Experience with remote desktop tools and first-level Icertis platform support.

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L1 IT Support Engineer