L1 Support Engineer

Job Title: L1 Support Engineer

Department: IT / Technical Support
Location: Bangalore, Karnataka
Experience Level: 0–2years

Employement Type: Full Time

About the Role

The L1 Support Engineer will be the first point of contact for customers or internal users experiencing technical issues. This role focuses on troubleshooting, incident logging, and escalating complex problems to higher-level support teams.

Key Responsibilities

• Serve as the first line of support for incoming technical queries via chat, email, or phone.
• Log, categorize, and track incidents and service requests in the ticketing system.
• Perform basic troubleshooting for hardware, software, network, and application issues.
• Guide users through step-by-step solutions to resolve common issues.
• Escalate unresolved issues to Level 2 or relevant technical teams with proper documentation.
• Monitor system alerts, perform routine checks, and maintain operational uptime.
• Follow standard operating procedures (SOPs) and maintain detailed incident reports.
• Collaborate with internal teams to improve response times and service quality.
• Participate in knowledge base updates and process documentation.

Required Skills

• Good understanding of Windows/Linux operating systems.
• Basic knowledge of networking (LAN/WAN, IP, DNS, VPN).
• Familiarity with ticketing tools (e.g., Jira, ServiceNow, Freshdesk, or Zoho Desk).
• Strong analytical, communication, and customer service skills.
• Ability to prioritize and multitask in a fast-paced environment.

Preferred Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• Certifications (optional): CompTIA A+, ITIL Foundation, CCNA (basic).
• Experience with remote desktop tools or monitoring systems.

Key Attributes

• Quick learner and problem solver.
• Strong attention to detail.
• Team player with a proactive attitude.
• Willingness to work in rotational shifts (if required).

Compensation

Competitive salary based on skills and experience.

Career Path

Successful L1 Support Engineers can grow into L2 Support, System Administrator, or DevOps / Network Engineer roles over time.

Job Types: Full-time, Permanent

Pay: Up to ₹40,000.00 per year

Benefits:

• Paid time off

Ability to commute/relocate:

• Electronic City, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• How many years of expereince you have?

Experience:

• IT support: 2 years (Preferred)

Language:

• English (Preferred)

Location:

• Electronic City, Bengaluru, Karnataka (Preferred)

Work Location: In person