Role Description

As an L1 Support Engineer, you will be responsible for resolving incidents and service requests within the agreed Service Level Agreements (SLAs). You will work closely with internal teams, customers, and vendors to ensure timely issue resolution and effective service delivery. You will follow ITIL best practices, adhere to organizational processes, and participate in proactive initiatives to improve service quality.

Key Responsibilities

• Incident & Service Request Management:
• Resolve L1 incidents and service requests within agreed SLAs.
• Understand priority and severity of issues based on ITIL practices and customer agreements.
• Analyze repetitive s to identify high-ticket-generating Configuration Items (CIs).
• Follow runbook troubleshooting steps and contribute to runbook updates for continuous improvement.
• Ticket Management & Escalation:
• Escalate unresolved tickets within the organization or to customer peers as per SLA guidelines.
• Understand the Operational Level Agreement (OLA) between delivery layers (L1, L2, L3) and route tickets accordingly.
• Ensure timely follow-up on tickets, managing ticket backlogs and ensuring resolutions within agreed timelines.
• Ensure effective communication with respective teams and customers, based on defined processes.
• Collaboration & Stakeholder Management:
• Collaborate with different delivery towers to resolve tickets within SLA.
• Document and share learnings for self-reference and knowledge sharing.
• Participate in team and organizational-wide initiatives to improve service delivery.
• Lead customer and vendor calls, organize meetings with stakeholders, and actively contribute to Root Cause Analysis (RCA) meetings.
• Software Installation & Configuration:
• Install and configure software, tools, and patches as required to ensure the smooth running of customer environments.
• Process Adherence:
• Follow and adhere to organizational and customer-defined processes.
• Consult with mentors or senior team members when in doubt or when process clarification is needed.
• Abide by company policies, business conduct standards, and best practices.
• Training & Development:
• Complete all mandatory training requirements on time, as defined by the organization and customer.
• Provide on-the-job training and mentorship for new team members.
• Set personal performance goals and actively seek continuous feedback from peers and managers.
• Performance Management:
• Regularly update FAST Goals in NorthStar and track progress.
• Set goals for mentees and provide constructive feedback for their development.
• Assist new team members in understanding customer environments and expectations.
  
  

Required Skills And Knowledge

• Technical Skills:
• Understanding of customer infrastructure and the ability to correlate system failures.
• Ability to use ITIL practices for incident and service request management.
• Familiarity with common troubleshooting steps and runbook usage.
• Communication Skills:
• Strong communication skills to lead customer/vendor calls, meetings, and collaborate effectively with cross-functional teams.
• Collaboration & Stakeholder Management:
• Ability to work across multiple teams, driving timely resolutions and sharing knowledge.
• Problem Solving:
• Analytical mindset with the ability to resolve incidents and provide solutions within SLA.
• Customer Focus:
• Strong focus on meeting customer needs and delivering high-quality service.
  

Desired Qualifications

• Basic understanding of ITIL practices and frameworks.
• Prior experience in L1 or similar technical support roles.
• Familiarity with ticketing tools and service management platforms.
  
  

Additional Requirements

• Ability to adapt to a fast-paced work environment and meet deadlines.
• Willingness to participate in continuous learning and skill development.
  
  

Skills

Service Desk, Excellent Communication, Itil Process