L1 Support Engineer

triSys

2 years

0 Lacs

bengaluru karnataka india

Posted:1 week ago| Platform:

Apply

Skills Required

support service communication logging tracking troubleshooting analysis resolve documentation management configuration checks jira servicenow freshdesk sql coordination learning

Work Mode

On-site

Job Type

Full Time

Job Description

Role Summary

The L1 Support Engineer will act as the first point of contact for client issues and service requests. The role involves providing basic technical and functional support, handling client communication, logging and tracking incidents, and coordinating with internal teams to ensure timely resolution and customer satisfaction.

Key Responsibilities

Act as the first-level (L1) point of contact for client-reported issues via email, phone, or ticketing tools
Log, track, and manage incidents and service requests in the ticketing system
Provide initial troubleshooting for application, system, or access-related issues
Perform basic issue analysis and resolve standard / repetitive issues within defined SLAs
Escalate unresolved or complex issues to L2/L3 teams with complete details and evidence
Coordinate and liaise between clients, internal teams, and vendors as required
Follow up on tickets to ensure timely resolution and closure
Maintain proper documentation of issues, resolutions, and FAQs
Support activities such as user access management, configuration checks, and basic validations
Adhere to client processes, SLAs, and internal support guidelines

Skills & Competencies

Good communication skills (verbal and written) – client interaction is mandatory
Basic understanding of IT applications, systems, or support processes
Ability to understand client issues and explain solutions clearly
Familiarity with ticketing tools (Jira, ServiceNow, Freshdesk, etc.) is a plus
Basic knowledge of SQL, APIs, or application support is an advantage
Willingness to work in shifts (if required)
Strong follow-up, coordination, and documentation skills
Ability to handle work pressure and manage multiple tickets

Experience

0–2 years of experience in L1 / Client Support / Service Desk / Application Support

Freshers with good communication and a learning attitude may also be considered

More Jobs at triSys

Recruiter

Greater Kolkata Area

Experience: Not specified

Salary: Not disclosed

Data Entry Executive

Greater Kolkata Area

1.0 - 2.0 yrs

Salary: Not disclosed

Software Engineer- Java

Greater Kolkata Area

3.0 - 6.0 yrs

Salary: Not disclosed

QA Engineer

Greater Kolkata Area

1.0 - 3.0 yrs

Salary: Not disclosed

Java Software Engineer

Kolkata, West Bengal, India

5.0 - 5.0 yrs

Salary: Not disclosed

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.