Role Overview

We are looking for an L1 Support Engineer with 2–4 years of experience to provide first-level technical support, troubleshoot issues, and ensure timely resolution of user and application-related problems.

Key Responsibilities

Provide L1 technical/application support to users.

Monitor applications, systems, and alerts and respond to incidents.

Troubleshoot basic application, system, network, and access-related issues.

Log, track, and update incidents/tickets in the ticketing system.

Escalate unresolved issues to L2/L3 teams with proper details.

Follow defined SOPs, SLAs, and escalation procedures .

Perform basic log analysis and identify recurring issues.

Coordinate with development, infrastructure, and other support teams.

Maintain proper documentation of incidents, resolutions, and FAQs.

Provide regular status updates to stakeholders.

Experience Range

2 - 4 years

Job Code

KL-3T8A6XYN

Educational Qualifications

BE

Job Responsibilities

Required Skills

- 2–4 years of experience in L1/Application/Technical Support .
- Good understanding of Linux/Windows environments.
- Basic knowledge of SQL and database troubleshooting.
- Understanding of REST APIs and basic application troubleshooting.
- Familiarity with ITSM/ticketing tools such as ServiceNow, Jira, or similar.
- Basic knowledge of networking concepts such as TCP/IP, DNS, HTTP/HTTPS .
- Good troubleshooting and problem-solving skills.
- Strong communication and interpersonal skills.
- Willingness to work in shifts, if required.
- Good to Have Experience with monitoring tools.
- Basic knowledge of cloud platforms such as AWS/Azure .
- Knowledge of scripting such as Shell/Python .




- Experience working in a production support environment.

Skills Required L1/Application/Technical SupportLinux/WindowsSQLServiceNow, JiraRestful APIKnowledge on CP/IP, DNS, HTTP/HTTPS.knowledge on AWS/Azure, Shell/Python.

Company Description Mantra Labs is a global technology company specializing in Digital, Data, AI, and Engineering, helping rapid-growing enterprises drive transformational business outcomes. The organization delivers best-in-class digital product engineering, technology transformation, and AI-driven solutions for Fortune 500 clients across BFSI, healthcare, and consumer internet sectors.

With over 200 successful projects, Mantra Labs focuses on simplifying customer journeys and scaling businesses for sustainable growth. As a CMMI Level 3 and ISO 27001:2013 certified company, and a partner of leading platforms such as AWS, Microsoft Azure, Google Cloud, Nvidia, IBM Watson, and MongoDB, Mantra Labs is committed to innovation, security, and future-ready solutions. Its client portfolio includes organizations like AbbVie Pharmaceuticals, SAAB, ICICI Lombard, SBI General Insurance, Aditya Birla Health, and AIA Hong Kong.

Role Description The L1 Support Engineer is a full-time, on-site role based in Bengaluru South. This position focuses on providing first-line technical support to users, logging and resolving incidents,



and escalating complex issues to higher-level support teams as needed.

The engineer will handle incoming service requests via phone, email, and ticketing systems, perform basic troubleshooting of hardware, software, and network-related issues, and support common operating systems and applications.

Responsibilities include maintaining accurate records of issues and resolutions, following standard operating procedures, and ensuring timely, professional communication with customers and internal stakeholders. The role also involves collaborating with cross-functional teams, contributing to knowledge base documentation, and continuously improving support processes to enhance customer satisfaction.

Qualifications

- Strong troubleshooting and technical support skills for common hardware, software, and network issues.
- Experience in customer support and customer service, with a focus on clear, empathetic communication and issue ownership.
- Working knowledge of operating systems (such as Windows, macOS, and Linux) and standard business applications.
- Ability to follow support processes, document tickets accurately, and escalate issues appropriately.
- Relevant education in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Good analytical and problem-solving abilities, with attention to detail and a structured approach to resolving incidents.
- Willingness to work on-site in Bengaluru South and collaborate with technical and non-technical teams.
- Prior experience in an IT service desk or helpdesk environment, and familiarity with ticketing tools, is an advantage.

📌 Support Engineer (Bengaluru)
🏢 Mantra Labs
📍 Bengaluru