Job Description

We are seeking a proactive and customer-focused L1 Support Engineer to provide first-line IT support for infrastructure and application-related issues. The ideal candidate will have 2-3 years of experience in IT support, troubleshooting, and incident resolution, ensuring smooth IT operations for end-users. Key Responsibilities: Provide first-level technical support for IT incidents and service requests via phone, email, and ticketing tools. Log, categorize, prioritize, and escalate issues following ITIL best practices. Troubleshoot hardware, software, network, and application-related issues for end-users. Perform basic troubleshooting for Windows OS, Office 365, VPN, printers. Assist with password resets, user account management, and access provisioning. Support enterprise applications, including troubleshooting common user issues. Maintain and update Knowledge Management System (KMS) with resolutions for common IT issues. Coordinate with L2/L3 support teams and external vendors for escalated issues. Follow IT security and compliance guidelines while handling user requests. Monitor IT systems and provide basic infrastructure support as needed. KNOWLEDGE & EXPERIENCE Experience with Windows OS, Office 365, Active Directory, and VPN troubleshooting, Applications. Familiarity with ticketing tools. Understanding of ITIL processes (Incident, Service Request, and Change Management). Good knowledge of basic network troubleshooting (LAN, Wi-Fi, VPN, DNS, DHCP). Good knowledge of applications like SAP, IVY. Strong communication, problem-solving, and customer service skills. Ability to work in rotational shifts if required. ITIL Foundation Certification is a plus. Prior experience supporting enterprise applications. Proficiency in Tamil, Telugu, Kannada, and Hindi is preferred.