QA Tester / L1 Support Analyst (0-2 years)

QA Tester / L1 Support Analyst

Location:

Company Overview

Infotech.Works

Role Overview

L1 Support Analysts

Key Responsibilities

• Act as the first line of support for customer issues via ticketing tools (similar to Zendesk).
• Review, log, and prioritize incoming tickets; resolve wherever possible based on training.
• Ask probing and intelligent questions to understand issues and gather details.
• Escalate complex or technical issues to L2 support, providing complete case notes.
• Adhere to standard operating procedures (SOPs) and meet SLAs.
• Rotate across day and night shifts to ensure

  24/7/365 coverage

  .
• Work any five days in a week (rotational roster), including weekends and national holidays, with compensatory off-days.
• Maintain clear communication with team members and contribute to knowledge base improvements.

Requirements

• 0-2 years

  experience in support roles .
• Any Graduate (mandatory).
• Completing a

  QA/Software Testing course

  will be considered a plus.
• Strong problem-solving and analytical skills.
• Excellent communication skills in English (written and verbal).
• Ability to work

  rotational 12-hour shifts

  including nights, weekends, and holidays.
• Basic familiarity with IT support and ticketing systems is desirable (training will be provided).

Shift & Compensation

• Base Salary:

  15,000 - 25,000 per month.

• Shift Allowance:

  5,000 per month for extended 12-hour shifts.

• Night Shift Allowance:

  300 per night.

• Work Schedule:

  5 days per week (rotational), including weekends/national holidays. Compensatory offs provided.

• Work Location:

  Work-from-office can be converted into hybrid later; office-based when on regular business hours. But should be

  based in Pune.

Growth Opportunities

• Clear career path from

  L1 L2 L3 Support

  .
• Ongoing training on client systems and ticket handling.
• International exposure supporting customers across multiple regions.

Why Join Us?

• Opportunity to build a career in IT support with structured training.
• Competitive pay plus shift and night allowances.
• Collaborative, global team environment.
• Exposure to enterprise systems used across multiple industries.

Job Types

Work Location:

If youre passionate about technology, eager to learn, and ready to work in a global 24/7 environment, apply now to join our support team!