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.
- Positive communication and documentation skills.
- Willingness to work in rotational, night, weekend, and holiday shifts.