L1 support engineer

Key Responsibilities
Handle customer support requests through tickets, calls, and chats.
Understand customer issues and accurately log and categorize support tickets.
Perform basic technical checks and troubleshooting to identify the root cause of common issues.
Guide customers through troubleshooting steps and standard resolutions.
Use available knowledge bases, FAQs, troubleshooting guides, and standard procedures to resolve issues.
Escalate complex or unresolved issues to L2/L3 support teams with clear and complete troubleshooting notes.
Follow up on escalated issues and keep customers informed about the status of their requests.
Monitor system alerts and identify unusual or potential issues.
Maintain accurate records of customer interactions and issue resolutions.
Help maintain and update support documentation, FAQs, and knowledge-base articles.
Follow defined support processes, SLAs, and escalation procedures.
Work collaboratively with other technical and support teams to ensure timely issue resolution.
Required Skills
Basic knowledge of Windows/Linux operating systems.
Basic understanding of computers, networking, and internet concepts.
Good verbal and written communication skills.
Strong customer-service orientation.
Ability to follow technical procedures and checklists.
Good troubleshooting and problem-solving skills.
Strong attention to detail.
Ability to work effectively in a shift-based environment, including night shifts.
Willingness to learn new technologies, tools, and systems.
Educational Qualification
Any graduate degree such as B.Sc, BCA, B.E./B.Tech, or equivalent.
Relevant technical certifications are an added advantage but are not mandatory.
Nice to Have
Experience with helpdesk or ticketing platforms such as ServiceNow, Jira, Zendesk, Freshdesk, or similar tools.
Basic knowledge of AWS, Azure, or GCP.
Familiarity with command-line tools.
Previous experience in IT support, technical support, helpdesk, or customer support.

Work arrangement
No