L1 Support Engineer

MatchPoint Solutions is a fast-growing young energetic global IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Uber Robinhood Netflix Airbnb Google Sephora and more! More recently we have expanded to working internationally in Canada China Ireland UK Brazil and India. Through our culture of innovation we inspire build and deliver business results from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry-specific best practices and expertise.

We are excited to be continuously expanding our team. If you are interested in this position please send over your updated resume. We look forward to hearing from you!

Job Title: L1 Support Engineer

Location: Remote

Employment Type: Contract

Pay Range: 8-10 lpa

Role Summary

The L1 Support Engineer will provide first-level operational support for enterprise applications handling monitoring ticket routing standard service requests and operational reporting while ensuring adherence to SLAs and support processes.

Key Responsibilities

Monitor applications and respond to alerts.

Execute documented runbooks and standard operating procedures.

Route and track incidents and service requests.

Support user access requests and operational activities.

Maintain support documentation and knowledge articles.

Assist with dashboard maintenance and reporting.

Escalate issues to L2 teams as required.

Required Skills

Basic understanding of Oracle Agile PLM.

Exposure to Snow Software / Flexera / LeanIX platforms.

SharePoint user and site support experience.

Monitoring and ticket management tools.

ITIL-based support processes.

Strong documentation and communication skills.

Ability to work in a 24x7 support environment.

Preferred Skills

Experience with ServiceNow or similar ITSM platforms.

Knowledge of software asset management and enterprise applications.

Familiarity with SLA-driven support operations.

MatchPoint Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.