L1 Support Engineer

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.
  
  

Good 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