L1 Support Engineer
ConfidentialHyderabad / Secunderabad, Telangana, India4 days ago
Job descriptionServe as the first point of contact for end-users via incident / ticketing system, phone, or email. Handle basic troubleshooting for common issues such as system access and application usage Monitor dashboards and alerting systems to manage real-time incident reporting and escalation. Perform initial diagnosis and classification of incidents and requests Execute pre-defined checks and scripts for server health monitoring Maintain communication with end users for status updates. Log, triage and prioritize incidents based on severity and ensure timely communication and tracking. Escalate unresolved issues to L2 team with proper documentation Document all solutions and support activities for knowledge base improvement. 1–2 years of IT Infra / Application support experience Familiarity with Linux / Windows environments Basic understanding of networking and system health indicators Knowledge of monitoring tools (OpenSearch, Grafana, or similar) is a plus Customer-centric mindset and capability to work in fast-paced, high-availability environments. Availability for on-call rotation (for urgent P1 / P2 issues outside standard hours) Strong communication and documentation skills Primary : 16x5 (Mon – Fri) On-call : Off-hours support for P1 / P2 incidents as per rotation. Bachelor's Degree in Computer Science, IT, or equivalent ITIL Foundation certification preferred
Support Model : 16x5 (Weekdays), with on-call support for P1 / P2 incidents during off-hours
Role Overview
- As an L1 Support Engineer, you will be responsible for the initial triage of alerts, basic health monitoring, and handling user queries.
Responsibilities
Required Skills & Experience
Work Model
Qualifications
Skills : health monitoring,system health indicators,monitoring tools,windos,documentation,linux,windows,grafana,communication,opensearch,networking,it infra / application support
Skills Required
Monitoring Tools, Linux, Networking, Windows, Grafana
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L1 Support Engineer • Hyderabad / Secunderabad, Telangana, India
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