L1 Technical Support Engineer

Job Description

We are seeking a Level 1 Technical Support Engineer who will act as the primary technical responder and resolver for issues impacting our ERP and POS software ecosystem. Key Responsibilities Primary Technical Responder & Resolver Serve as the first-line technical expert, responding to and resolving ERP and POS system incidents. Act as the designated technical resolver group for all L1 support tickets. Own end-to-end resolution for common technical issues or escalate complex cases with full diagnostic context. Technical Troubleshooting & Incident Management Interface with Service Desk, Incident Management, and Problem Management teams to streamline ticket resolution workflows. Participate in recurring incident reviews and contribute to root cause analysis (RCA) for long term issue mitigation. Maintain and enrich internal knowledge base (KB) articles and user-facing support documentation. Required Qualifications Technical Expertise Working knowledge of HTML, JavaScript, Angular, and browser-based debugging. Familiarity with Java and Spring MVC for backend analysis. Strong command of SQL (DDL, DML, TCL) with practical experience in MySQL environments. Comfortable with Linux command-line tools and secure access mechanisms (PuTTY). Proficient in API troubleshooting using Postman or equivalent tools. Professional Competencies Strong analytical and problem-solving mindset with a focus on fast resolution. Exceptional communication skills, able to bridge technical and non-technical stakeholders. Highly organized, self-driven, and able to manage multiple simultaneous issues with clarity and precision. Education Bachelor's degree in Computer Science, Information Technology, or equivalent technical discipline. Preferred Qualifications Experience supporting Software systems & Applications in a production environment. Familiarity with ITIL practices and structured incident resolution processes. Proficiency with ticketing platforms like Jira, ServiceNow, or BMC Remedy. Exposure to GitHub or other version control systems. Job Type: Full-time Pay: ₹9,299.14 - ₹15,000.00 per month Shift: Day shift Work Location: In person