The L1 Technical Support Engineer is responsible for providing first-level support for Online Account Opening (OAO) and Retail Forex portals. This role focuses on initial incident handling, monitoring, basic troubleshooting, and timely escalation, ensuring smooth functioning of customer-facing digital platforms and adherence to service level agreements (SLAs).
Key Responsibilities
Application Monitoring & First-Level Support
- Monitor Online Account Opening and Retail Forex applications, dashboards, and alerts to ensure system availability.
- Perform initial triage of alerts, incidents, and service requests.
- Identify issues in customer onboarding journeys and forex transactions and take corrective actions where applicable.
Incident & Problem Management
• Log, categorize, and prioritize incidents and service requests using ITSM tools (Helix, CRMNext, etc.).
• Provide quick initial resolution for known issues using SOPs and knowledge base articles.
• Escalate unresolved or complex issues to L2/L3 teams with proper analysis and supporting details.
• Ensure timely updates and communication to stakeholders during incidents.
Basic Troubleshooting
- Perform first-level checks for issues related to:
o User access and login failures
o Account opening workflow issues (KYC, validation errors)
o Retail Forex transactions and rate display issues
o API/service availability (basic validation)
o File processing and data flow issues
- Conduct basic log verification and system checks before escalation.
Customer Journey Support
- Monitor and validate end-to-end digital journeys, including:
o Account onboarding processes
o Forex transaction flows
- Ensure issues impacting customer experience are quickly identified and escalated.
Coordination & Communication
- Act as the first point of contact (SPOC) for application-related issues.
- Coordinate with L2 support, application teams, and infrastructure teams for resolution.
- Provide regular status updates a