L1 Technical Support Engineer

Overview

We are seeking a Level 1 Technical Support Engineer who will act as the primary technical responder and resolver for issues impacting our ERP and POS software ecosystem.

Key Responsibilities

Primary Technical Responder & Resolver

• Serve as the first-line technical expert, responding to and resolving ERP and POS system incidents.
• Act as the designated technical resolver group for all L1 support tickets.
• Own end-to-end resolution for common technical issues or escalate complex cases with full diagnostic context.

Technical Troubleshooting & Incident Management

• Interface with Service Desk, Incident Management, and Problem Management teams to streamline ticket resolution workflows.
• Participate in recurring incident reviews and contribute to root cause analysis (RCA) for long term issue mitigation.
• Maintain and enrich internal knowledge base (KB) articles and user-facing support documentation.

Required Qualifications

Technical Expertise

• Working knowledge of HTML, JavaScript, Angular, and browser-based debugging.
• Familiarity with Java and Spring MVC for backend analysis.
• Strong command of SQL (DDL, DML, TCL) with practical experience in MySQL environments.
• Comfortable with Linux command-line tools and secure access mechanisms (PuTTY).
• Proficient in API troubleshooting using Postman or equivalent tools.

Professional Competencies

• Strong analytical and problem-solving mindset with a focus on fast resolution.
• Exceptional communication skills, able to bridge technical and non-technical stakeholders.
• Highly organized, self-driven, and able to manage multiple simultaneous issues with clarity and precision.

Education

• Bachelor's degree in Computer Science, Information Technology, or equivalent technical discipline.

Preferred Qualifications

• Experience supporting Software systems & Applications in a production environment.
• Familiarity with ITIL practices and structured incident resolution processes.
• Proficiency with ticketing platforms like Jira, ServiceNow, or BMC Remedy.
• Exposure to GitHub or other version control systems.

Job Type: Full-time

Pay: ₹9,299.14 - ₹15,000.00 per month

Shift:

• Day shift

Work Location: In person