L1 IT Support Engineer

We are seeking a qualified L1 IT Support Engineer to provide technical support and assistance to our enterprise customers, and serve as the initial point of contact for end users. This role will involve the diagnosis and troubleshooting of basic software, hardware and network issues and the escalation of unresolved issues to higher-level internal support teams. The engineer will be expected to provide prompt responses to customer questions, as well as clear status and progress updates throughout the lifecycle of a support request.
Roles and Responsibilities:

• Troubleshooting: Conducting initial investigation and diagnosis of incidents reported by users or detected through monitoring systems. This may involve following predefined procedures or scripts to resolve common issues or escalating more complex problems to higher support levels.
• Incident Triage: Responding to incoming incidents and service requests via ticketing systems or other communication channels. This involves promptly acknowledging, categorizing, prioritizing, and assigning incidents based on severity and impact.
• Resolution and Escalation: Attempting to resolve incidents within the defined service level agreements (SLAs) and escalating unresolved issues to L2 (Level 2) or L3 (Level 3) support teams as necessary. Providing detailed documentation of actions taken and solutions applied.
• User Communication: Keeping users informed about the status of their reported incidents, including updates on progress and estimated resolution times. Providing clear and concise instructions to users for troubleshooting steps or workarounds when applicable.
• Documentation and Knowledge Management: Maintaining accurate records of incidents, solutions, and troubleshooting steps in knowledge bases or documentation repositories. Continuously updating and improving documentation to facilitate faster resolution of similar incidents in the future.
• Monitoring Systems: Keeping a close eye on system alerts, logs, and performance metrics to identify any abnormalities or potential issues.
• Proactive Maintenance: Participating in routine maintenance activities such as system updates, patches, backups, and health checks to ensure the stability, security, and performance of IT systems and infrastructure.
• Adherence to Procedures and Policies: Following established processes, procedures, and best practices for incident management, change management, and service delivery. Ensuring compliance with organizational policies, security standards, and regulatory requirements.
• Collaboration and Coordination: Collaborating with other support teams, IT staff, vendors, and stakeholders to resolve incidents and implement changes effectively. Participating in team meetings, knowledge sharing sessions, and continuous improvement initiatives.
• 24/7 Support: Providing on-call support and participating in rotational shifts to ensure round-the-clock coverage for critical systems and services, as needed by the organization's operational needs.

Skills and Qualifications:

• Any undergraduate degree – Information Technology, Computer Science/Applications or Engineering preferred
• 1-2 years of prior work experience, preferably in a customer support role
• Good verbal and written communication skills and the ability to work in a 24x7 support environment
• Working knowledge of Windows and MacOS operating systems, standard software applications, and Android and iOS mobile devices

Work Location and Timings:

• This will be a work-from-office role based out of Kochi, Kerala
• The work timings will be 9-hour shifts on a rotating 24/7 schedule