L1 SYSTEM SUPPORT ENGINEER

Job Overview

We are seeking a proactive and customer-focused L1 Support Executive to provide first-level technical support and ensure seamless user experience for internal and external customers. The role involves handling incoming service requests, incidents, and queries through phone, email, chat, or ticketing systems, and offering timely resolutions as per defined SLAs.

The L1 Support Executive will be responsible for diagnosing basic hardware, software, network, and application-related issues, performing initial troubleshooting, and resolving common problems using standard operating procedures. Issues that cannot be resolved at the first level must be accurately documented and escalated to L2/L3 support teams with complete details.

Key responsibilities include user account management, system access support, password resets, basic configuration assistance, and monitoring s. Maintaining proper ticket updates, ensuring customer satisfaction, and adhering to ITIL processes are critical aspects of the role.

The ideal candidate should possess strong communication skills, basic technical knowledge, customer service orientation, and the ability to work in rotational shifts. Fresh graduates with relevant technical exposure or certifications are encouraged to apply.