Job Description

L1 - Support Engineer
Experience Level: 2 to 3 years
Preferred location: Chennai
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As a L1 Support Engineer, you will be responsible for providing first-level technical support, troubleshooting application issues, and coordinating with L2/L3 teams for resolution when needed. You will also be required to interact with users, gather information about their issues, and provide initial responses based on established procedures.
Activities will include adhering to predefined workflows and processes for handling various types of support requests, handle basic system administration tasks, monitor specific transactions or processes to ensure proper functioning, when faced with complex or unresolved issues, escalate them to L2/L3 support teams, ensuring the issue is properly documented and routed, willingness to work in a 24x7 shift environment.
Key Responsibilities: * Initial Issue Logging and Categorization

• Answering calls, emails, or chat messages from users.
• Logging and categorizing incidents or service requests using a ticketing system
• Analysis and Troubleshooting

• Performing basic diagnostics and resolving common issues using workarounds
• Analyse logs and errors, and perform root cause analysis for recurring issues

• Debug applications, and use tools to diagnose and fix problems
• Review the logs and provide the solution if it is configuration perspective. Should escalate to L2/L3 team, in case of issue fixes to be done in code level
• Knowledge Base Utilization

• Referring to FAQs or knowledge base articles to resolve configuration issues. FAQ/Knowledge base articles to be provided by Application team
• Providing users with relevant documentation that is already available from Application team
• Ticket Escalation

• Escalating complex or unresolved issues to L2/L3 team with detailed notes in the ticket
• Ensuring proper ticket tagging and documentation for smooth handoff
• Follow-Up and Closure

• Participate in or lead incident response for critical issues or outages.
• Following up with users to confirm resolution.
• Replicate the production issue in pre-prod and verify the fix before deploying the change to production
• Closing tickets once resolution is confirmed and user is satisfied
• System Monitoring

• Monitoring basic dashboards in application or alerts and reporting issues to L2/L3 team as necessary.
• Participate in shift rotations (as applicable) and be available for weekend support

• Hands-on experience in Java-based applications testing
• Basic Debugging and Log Analysis
• Good knowledge of SQL for querying and data validation
• Familiarity with Linux/Unix commands and basic scripting
• Exposure to ITIL practices (incident/problem/change management)
• Experience with ticketing tools (ServiceNow, JIRA, etc.)
• Familiarity with application monitoring tools (e.g., Grafana, Splunk, AppDynamics)

• Strong problem-solving and analytical skills.
• Effective communication and teamwork abilities.
• Proactive approach to learning and applying new technologies.
• Working closely with development teams, system administrators, and other stakeholders to ensure smooth application deployments and operations