L1 IT Support Engineer

Skills Required

Good Knowledge of Windows OS and Microsoft Office 365

Basic experience with Active Directory (user management, access control)

Understanding of networking fundamentals (DNS, VPN, IP addressing, troubleshooting)

Exposure to monitoring tools such as CloudWatch, Prometheus, and Grafana

Basic understanding of application support (log analysis, issue identification, alert handling)

Ability to read and understand application logs (especially Java-based applications)

Basic knowledge of Java (exceptions, logs, service behaviour)

Familiarity with Linux/Unix commands for basic troubleshooting

Experience with ticketing tools like ServiceNow or Jira

Understanding of incident management and SLA handling

Basic understanding of telecom concepts — caller ID, robocalls, spam/scam labeling, and number reputation/trust scoring is a plus

Familiarity with API testing tools like Postman to check service/endpoint availability is a plus

Roles and Responsibilities

Provide first-level support to end users through calls, emails, and ticketing tools, ensuring quick response and resolution

Provide support to US-based users and stakeholders, ensuring clear communication and timely updates

Work in US shift / rotational shifts as required to support business operations

Troubleshoot issues related to Windows OS (Windows 10/11) and Office 365 applications such as Outlook, Teams, and OneDrive

Manage user accounts, password resets, account unlocks, and access provisioning using Active Directory

Install, configure, and maintain laptops, desktops, printers, and standard business applications

Perform basic network troubleshooting including Wi-Fi, VPN, DNS, and connectivity issues

Log, track, and update incidents and service requests in ticketing tools like ServiceNow or Jira, ensuring SLA adherence

Take ownership of tickets and follow through until closure or proper escalation

Escalate complex or unresolved technical and application issues to Level 2 or relevant teams with proper analysis

Support user onboarding and offboarding activities, including system setup and access provisioning

Monitor applications and infrastructure using tools such as Datadog, CloudWatch, Prometheus, and Grafana

Respond to alerts and perform initial troubleshooting by analysing logs and identifying issues

Provide Level 1 application support by validating issues, checking logs, and coordinating with DevOps or development teams

Perform basic validation of APIs, services, and application/carrier-integration availability

Assist in deployment validation and basic post-release checks (smoke testing)

Work closely with DevOps, infrastructure, and application teams for faster issue resolution

Maintain and update SOPs, knowledge base articles, and troubleshooting documentation

Ensure adherence to IT processes, security policies, and operational best practices