L1 Support Engineer

L1 Onsite Infrastructure / AI Platform Support Engineer
Technical Support / Managed Services
Full-Time – 2–5 Years
Department: Technical Support / Managed Services
Reports To
Support Team Lead
Work Model
100% Onsite – Mumbai
Experience
2–5 Years
Employment Type
Full-time
About the Role
We're looking for an L1 Support Engineer to provide onsite technical support for an enterprise AI/platform environment. You'll monitor systems, troubleshoot infrastructure and application issues, manage incidents, and work with L2/L3 engineering teams when deeper technical support is required.
What You'll Do
Monitor servers, applications and platform services.
Troubleshoot Linux/Windows, CPU, memory, disk and service issues.
Perform basic network, DNS, port and connectivity troubleshooting.
Analyze system/application logs and identify issues.
Handle incidents and service requests within defined SLAs.
Use monitoring and ticketing tools such as Splunk, Grafana, ServiceNow, Jira or similar.
Follow SOPs/runbooks and perform approved service recovery activities.
Escalate complex issues to L2/L3 teams with proper troubleshooting details.
Coordinate with infrastructure, network, DevOps and engineering teams.
Maintain incident documentation and operational procedures.
What We're Looking For
2–5 years of experience in Infrastructure, Production Support, NOC, Linux, Cloud or Managed Services.
Good hands-on knowledge of Linux and basic Windows administration.
Good understanding of TCP/IP, DNS, HTTP/HTTPS, SSH and networking fundamentals.
Experience with monitoring and ITSM/ticketing tools.
Strong troubleshooting and analytical skills.
Good customer communication and documentation skills.
Willingness to work rotational shifts/on-call if required.
AI/Cloud/Docker/Kubernetes/GPU infrastructure exposure is a plus.
Location Requirement
📍 Mumbai – Onsite
Only candidates currently residing in Mumbai will be considered. No relocation candidates.
Nice to Have
AWS/Azure
Docker/Kubernetes
Shell/Python scripting
AI/ML platform or GPU infrastructure exposure
ServiceNow/Splunk/Grafana experience

Work arrangement
No