L1 Support Engineer

Kochi - India

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

L1 Support Engineer

Number of open positions: 3
Exp - 4-7yrs
Budget: 7.80L -10.20L will provide night shift allowance

Support Coverage & Working Hours

Working hours : 8hrs

Shift timings : 5:30AM -1:30PM 1:30PM-9:30-PM

*Candidates must be flexible to work in both shifts on a rotational basis.

Requirements:

General User Query Handling

1. Respond to end-user and stakeholder queries related to:

Application usage
Basic functionality clarifications
Navigation or workflow guidance
Common troubleshooting steps

Skills -

Domain Knowledge of the application(Trained by client)

Ability to look at logs (db or files) and read them to identify what the issue is.

2. Provide timely responses through agreed communication channels (e.g. email support portal chat) with SLA

Deployment Issue Support

L1 will handle initial triage and basic resolution for deployment-related issues including:

Verifying deployment prerequisites (environment readiness configuration availability).
Assisting users with guided instructions.
Validating logs/screenshots to identify common/setup issues.
Escalating unresolved or technical issues to L2/L3 with complete details (steps logs screenshots environment info).

Skills:

CI/CD Pipelines Terraform scripting Knowledge of deployment & servers networking database skills (logs and check if any issues in the database) More technical issues to be escalated to L2/L3 - good documentation and reporting skills

License Key Issues Support
1. Address client/user issues related to software license keys including:

a. Verifying license validity and status.

b. Retrieving or reissuing license keys (based on internal tools/process).

c. Guiding users to apply/activate keys.

d. Validating activation errors and performing initial troubleshooting.

2. Escalate backend/system-level license failures to L2/L3

Skills :

Domain Knowledge of the application(Trained by client)
Ability to look at logs (DB or files) and read them to identify the issue.

Ticket Triage & Documentation

1. Logging all issues reported by users.

2. Categorizing issues (Question / Deployment / License / Bug / Change Request).

3. Prioritizing based on impact.

4. Keeping users updated until closure.

5. Maintaining knowledge base (FAQs resolved steps).

Required Skills:

Application Support ManagementServiceNowJIRASQL

L1 Support Engineer Number of open positions: 3 Exp - 4-7yrs Budget: 7.80L -10.20L will provide night shift allowance Support Coverage & Working Hours Working hours : 8hrs Shift timings : 5:30AM -1:30PM 1:30PM-9:30-PM *Candidates must be flexible to work in both shifts on a rotational basis. Requi...