Role Summary
The L1 Support Engineer will act as the first point of contact for client issues and service requests. The role involves providing basic technical and functional support, handling client communication, logging and tracking incidents, and coordinating with internal teams to ensure timely resolution and customer satisfaction.
Key Responsibilities
- Act as the first-level (L1) point of contact for client-reported issues via email, phone, or ticketing tools
- Log, track, and manage incidents and service requests in the ticketing system
- Provide initial troubleshooting for application, system, or access-related issues
- Perform basic issue analysis and resolve standard / repetitive issues within defined SLAs
- Escalate unresolved or complex issues to L2/L3 teams with complete details and evidence
- Coordinate and liaise between clients, internal teams, and vendors as required
- Follow up on tickets to ensure timely resolution and closure
- Maintain proper documentation of issues, resolutions, and FAQs
- Support activities such as user access management, configuration checks, and basic validations
- Adhere to client processes, SLAs, and internal support guidelines
Skills & Competencies
- Good communication skills (verbal and written) client interaction is mandatory
- Basic understanding of IT applications, systems, or support processes
- Ability to understand client issues and explain solutions clearly
- Familiarity with ticketing tools (Jira, ServiceNow, Freshdesk, etc.) is a plus
- Basic knowledge of SQL, APIs, or application support is an advantage
- Willingness to work in shifts (if required)
- Strong follow-up, coordination, and documentation skills
- Ability to handle work pressure and manage multiple tickets
Experience
- 02 years of experience in L1 / Client Support / Service Desk / Application Support
Freshers with good communication and a learning attitude may also be considered
