Role: L1 Support Engineer (Hardware Support)
Notice Period: Immediate Joiners only!

Location: Tidel Park, Coimbatore

Role Overview:
We are seeking a proactive and customer-focused L1 Support Engineer with around 2 years of experience to serve as the first point of contact for technical and operational support. The candidate will handle incident management, perform initial troubleshooting, and ensure smooth functioning of Revenue Cycle Management (RCM) applications. This role is critical in delivering high-quality user support, maintaining SLA compliance, and improving overall user satisfaction.

Required Skills & Qualifications:
(a) 2–3 years of experience in Hardware Support / L1 Support / Helpdesk.
(b) Experience handling support calls end to end, from initial user contact and issue diagnosis to resolution or escalation and closure, on a calling system (Avaya, Genesys, Cisco, etc)
(c)Hands-on troubleshooting of Laptops, Printers and Desktops.

Technical Skills:
1. Hands-on experience with ITSM tools (e.g., Jira Service Desk, ServiceNow)
Basic understanding of:
(a) SQL (for data validation and troubleshooting)
(b)



Application support and incident lifecycle
(c) Monitoring tools and alert handling
2. Familiarity with reporting tools (Power BI, Tableau, etc.) is a plus
3. Understanding of ITIL framework (Incident, Problem, Change Management)
4. Experience working with SLAs, KPIs, and support metrics

Soft Skills:

- Solid verbal and written communication and interpersonal skills.
- Ability to work independently and handle user calls professionally.
- Good analytical and problem-solving abilities.
- Customer-centric mindset with attention to detail.
- Willingness to work night shifts as required.

Key Responsibilities:

- Manage and resolve tickets via Jira / Service Desk
- Perform first-level troubleshooting for application, reports, and data issues
- Monitor system alerts, job failures, and application health
- Handle user access requests and onboarding/offboarding
- Escalate complex issues to L2 teams with proper documentation

Pay: ₹300,000.00 - ₹800,000.00 per year

Benefits:

- Health insurance
- Provident Fund

Work Location: In person

📌 Support Engineer (Coimbatore)
🏢 Aidas Tech India
📍 Coimbatore