L1 Support Engineer

Job Title: L1 Support Specialist

Experience:

Role Overview:

We are looking for an experienced L1 IT Support Specialist to provide first-level technical assistance and ensure smooth functioning of applications, user access, and system operations. The role involves managing incidents, maintaining documentation, and supporting end-users through effective communication and training.

Key Responsibilities:

• Provide

  L1 support

  for:
• Application-related issues
• User access management and system access issues
• User training and user community meetings
• Report extraction and delivery
• Handle

  incident management

  and ensure timely resolution within SLAs.
• Create and maintain

  Knowledge Base (KB) articles

  , lessons learned, and technical documentation.
• Support

  change management

  processes and compliance.
• Maintain

  user logs

  , training records, and team shared drive.

Required Skills & Competencies:

• Familiarity with tools like

  Jira

  and

  ServiceNow

  .
• Strong understanding of

  Service Level Agreements (SLAs)

  .
• Ability to write clear and concise

  Knowledge Base articles

  and documentation.
• Good communication skills for user training and community engagement.
• Basic troubleshooting skills for application and system issues.

Good to Have:

• Exposure to ITIL processes.
• Experience in preparing reports and maintaining structured documentation.

Education:

• Bachelor’s degree in Computer Science, Information Technology, or related field.