Technical Support Engineer L1

Overview

Designation: L1 Level Engineer Key responsibilities

· Advanced troubleshooting:

Analyzing escalated tickets, identifying the root cause of issues, and implementing solutions beyond basic troubleshooting steps.

· Incident management:

Managing and resolving technical incidents within established SLAs, including timely updates to customers and stakeholders.

· Technical analysis:

Performing deeper investigations into system issues, potentially involving log analysis, configuration checks, and system monitoring.

· Problem escalation:

Escalating complex issues to L3 engineers or subject matter experts when necessary.

· Documentation and knowledge base updates:

Maintaining documentation related to resolved issues to improve future troubleshooting efficiency.

· Customer interaction:

Communicating with customers to understand their issues, provide updates on resolutions, and manage expectations.

· Configuration management:

Applying configuration changes to systems based on troubleshooting needs, while adhering to change management procedures.

· Proactive monitoring:

Monitoring system health and identifying potential issues before they impact users

Designation: L1 Level Engineer Key responsibilities

· Advanced troubleshooting:

Analyzing escalated tickets, identifying the root cause of issues, and implementing solutions beyond basic troubleshooting steps.

· Incident management:

Managing and resolving technical incidents within established SLAs, including timely updates to customers and stakeholders.

· Technical analysis:

Performing deeper investigations into system issues, potentially involving log analysis, configuration checks, and system monitoring.

· Problem escalation:

Escalating complex issues to L3 engineers or subject matter experts when necessary.

· Documentation and knowledge base updates:

Maintaining documentation related to resolved issues to improve future troubleshooting efficiency.

· Customer interaction:

Communicating with customers to understand their issues, provide updates on resolutions, and manage expectations.

· Configuration management:

Applying configuration changes to systems based on troubleshooting needs, while adhering to change management procedures.

· Proactive monitoring:

Monitoring system health and identifying potential issues before they impact users

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Shift:

• Day shift

Work Location: In person