L1 Support Engineer

Role Overview

Key Responsibilities

• Incident Management: Act as the primary contact for user inquiries and issues received via phone, email, and ticketing systems (e.g., Jira, ServiceNow).
• Troubleshooting & Resolution: Diagnose and resolve basic software, and application issues by providing first-level technical support and guiding users with step-by-step instructions.
• Monitoring & Log Analysis: Utilize Kibana, Splunk and other monitoring tools to perform daily health checks, monitor application performance, analyze logs, and proactively identify and address production incidents.
• Escalation: Promptly allocate and escalate complex or unresolved issues to L2/L3 support engineers or specialized Subject Matter Experts (SMEs) within defined procedures.
• Documentation & Reporting: Maintain accurate records of all support interactions, incidents, resolutions, and standard operating procedures (SOPs) in the knowledge base and ticketing system.
• SLA Compliance: Monitor open tickets and ensure all issues are addressed and resolved within the agreed-upon Service Level Agreements (SLAs).
  

Required Skills & Qualifications

• Experience: Previous experience (3+ years) in a technical support or customer service role, ideally within an IT environment.
• Hands-on experience with Splunk & Kibana for log analysis, dashboard monitoring, and setting up alerts.
• Familiarity with the AYS – At Your Service tool
• Basic knowledge of operating systems (Windows/Linux) and networking concepts.
• Experience with ticketing systems and remote desktop tools.
• Excellent communication skills (verbal and written) and a customer-focused approach.
• Strong analytical and problem-solving abilities to diagnose issues effectively.
• Ability to work effectively both independently and as part of a rotational shift team, including night support if required.
• Understanding of IT Service Management (ITSM) methodologies, such as ITIL, is a plus.