L1 Support Engineer

Role Overview

• As an L1 Support Engineer, you will be responsible for the initial triage of alerts, basic health monitoring, and handling user queries.
  

Responsibilities

• Serve as the first point of contact for end-users via incident/ticketing system, phone, or email.
• Handle basic troubleshooting for common issues such as system access and application usage
• Monitor dashboards and alerting systems to manage real-time incident reporting and escalation.
• Perform initial diagnosis and classification of incidents and requests
• Execute pre-defined checks and scripts for server health monitoring
• Maintain communication with end users for status updates.
• Log, triage and prioritize incidents based on severity and ensure timely communication and tracking.
• Escalate unresolved issues to L2 team with proper documentation
• Document all solutions and support activities for knowledge base improvement.
  

Required Skills & Experience

• 1–2 years of IT Infra/Application support experience
• Familiarity with Linux/Windows environments
• Basic understanding of networking and system health indicators
• Knowledge of monitoring tools (OpenSearch, Grafana, or similar) is a plus
• Customer-centric mindset and capability to work in fast-paced, high-availability environments.
• Availability for on-call rotation (for urgent P1/P2 issues outside standard hours)
• Strong communication and documentation skills
  

Work Model

• Primary: 16x5 (Mon – Fri)
• On-call: Off-hours support for P1/P2 incidents as per rotation.
  

Qualifications

• Bachelor's Degree in Computer Science, IT, or equivalent
• ITIL Foundation certification preferred