We are looking for an L1 Support Engineer to provide 24×7 support for enterprise applications. The role involves handling support tickets, resolving basic issues, following SLAs, and escalating complex issues to the L2 team.
Key Responsibilities
Handle and respond to support tickets.
Work with Salesforce, Freshdesk, and ServiceNow .
Troubleshoot basic user and application issues.
Categorise and prioritise tickets based on SLA.
Escalate complex and critical issues to the L2 team.
Maintain proper ticket updates and documentation.
Prepare shift handover notes.
Required Skills
1–3 years of experience in L1 Support / Helpdesk / Service Desk / Customer Support .
Hands-on experience with Salesforce, Freshdesk, or ServiceNow .
Knowledge of ticket management and SLA.
Good communication and documentation skills.
Willingness to work in rotational, night, weekend, and holiday shifts .
Good to Have
ITIL Foundation
Salesforce Admin / ServiceNow CSA
FMCG experience
Shift Timings
Morning: 6 AM – 2 PM
Evening: 2 PM – 10 PM
Night: 10 PM – 6 AM
Night and weekend allowances are provided as applicable.
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