L1 Support Engineer

2 days ago

Andheri East, India Western Capital Advisors Full time

Role overview

Western Capital Advisors is seeking an L1 Support Engineer to serve as the first point of contact for users, delivering high‑quality initial troubleshooting, service request fulfillment, and application support, while adhering to Information Technology Infrastructure Library (ITIL) practices and Information Technology Governance, Risk, and Compliance (IT GRC) standards. The role ensures swift resolution for common issues and precise escalation to L2 for complex incidents.

Key responsibilities

  • Act as first contact for incidents and service requests via phone, chat, and email; perform initial triage, basic troubleshooting, and resolution for endpoint, access, and application issues.
  • Provide application support: validate prerequisites, reproduce issues, capture logs/screens, and guide users per runbooks/Standard Operating Procedures.
  • Resolve user queries within agreed Service Level Agreements (SLAs); provide clear status updates and close with user confirmation.
  • Troubleshoot to L1 depth and highlight reproducible defects; create clean, well‑documented escalations to L2 with diagnostics and steps to reproduce.
  • Maintain disciplined ticket hygiene: accurate categorization/prioritization, timely updates, linkage to knowledge articles, and audit‑ready notes.
  • Support Information Technology Asset Management (ITAM): update asset and Configuration Management Database (CMDB) records, assign devices/software, and track lifecycle changes.
  • Perform alert triage and standard health checks; follow runbooks for acknowledgement, initial investigation, and routing.
  • Enforce basic security and compliance practices aligned to IT GRC: follow access control policies, handle regulated data appropriately, and support change discipline.

Required qualifications

  • Experience in Level 1 (L1) Help Desk/Service Desk supporting Windows/macOS endpoints, common business applications, and access issues.
  • Certification: ITIL (Information Technology Infrastructure Library) Foundation or higher.
  • Understanding of IT GRC (Information Technology Governance, Risk, and Compliance) concepts: policy adherence, access controls, ticket auditability, and basic change/incident governance.
  • Networking fundamentals with certification such as CCNA; ability to triage connectivity, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Virtual Private Network (VPN), and Wi‑Fi issues at the L1 scope.
  • Demonstrated experience in IT asset management and customer management using a ticketing system (e.g., ServiceNow, Jira Service Management, Freshservice).
  • Proven application support exposure: authentication/access checks, configuration validation, environment basics, and log collection for escalations.
  • Strong communication skills with a customer‑first mindset; ability to explain technical steps clearly and concisely.

Job Type: Full-time

Pay: From ₹184,302.45 per year

Application Question(s):

  • How many years of L1 Help Desk/Service Desk experience do you have, and which ticketing systems (ServiceNow, Jira Service Management, Freshservice) have you worked with?
  • Do you currently hold ITIL Foundation certification or higher? If yes, when did you obtain it?
  • On a scale of 1-10, rate your proficiency in Windows/macOS endpoint troubleshooting, networking basics (DNS, DHCP, VPN), and IT GRC compliance practices.
  • What is your current CTC?
  • What is your notice period?

Work Location: In person

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