L1 Support Engineer – Enterprise Applications

Location: Remote / WFO

Experience: 1–3 Years

Employment Type: Full-Time

Openings: 3

Shift: 24×7 Rotational Shifts

Joining: Immediate

About The Role

We are looking for an L1 Support Engineer to provide 24×7 support for enterprise applications. The role involves handling support tickets, resolving basic issues, following SLAs, and escalating complex issues to the L2 team.

Key Responsibilities

- Handle and respond to support tickets.
- Work with Salesforce, Freshdesk, and ServiceNow.
- Troubleshoot basic user and application issues.
- Categorise and prioritise tickets based on SLA.
- Escalate complex and critical issues to the L2 team.
- Maintain proper ticket updates and documentation.
- Prepare shift handover notes.

Required Skills





- 1–3 years of experience in L1 Support / Helpdesk / Service Desk / Customer Support.
- Hands-on experience with Salesforce, Freshdesk, or ServiceNow.
- Knowledge of ticket management and SLA.
- Good communication and documentation skills.
- Willingness to work in rotational, night, weekend, and holiday shifts.

Valuable to Have
- ITIL Foundation
- Salesforce Admin / ServiceNow CSA
- FMCG experience

Shift Timings
- Morning: 6 AM – 2 PM
- Evening: 2 PM – 10 PM
- Night: 10 PM – 6 AM

Night and weekend allowances are provided as applicable. Skills: salesforce,helpdesk,sla,customer support,freshdesk,servicenow

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