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L1 Support Analyst – 24/7 Rotational Shifts

2 weeks ago

Pune, Maharashtra, India IT Works Infotech Full time ₹ 2,00,000 - ₹ 3,00,000 per year

Company Overview

Infotech.Works is a fast-growing global technology services company supporting customers across Australia, Singapore, the Middle East, and other regions. We provide round-the-clock application and platform support, ensuring seamless operations for mission-critical systems.

Role Overview

We are looking for enthusiastic L1 Support Analysts to provide 24/7 customer support across multiple geographies. You will be the first point of contact for incoming tickets, resolve common issues using training and knowledge base, and escalate to L2 when required. This role is ideal for graduates eager to start a career in IT support, with clear opportunities to progress into higher support levels.

Key Responsibilities

  • Act as the first line of support for customer issues via ticketing tools (similar to Zendesk).
  • Review, log, and prioritize incoming tickets; resolve wherever possible based on training.
  • Ask probing and intelligent questions to understand issues and gather details.
  • Escalate complex or technical issues to L2 support, providing complete case notes.
  • Adhere to standard operating procedures (SOPs) and meet SLAs.
  • Rotate across day and night shifts to ensure 24/7/365 coverage.
  • Work any five days in a week (rotational roster), including weekends and national holidays, with compensatory off-days.
  • Maintain clear communication with team members and contribute to knowledge base improvements.

Requirements

  • 0-2 years experience in support roles .
  • Any Graduate (mandatory).
  • Completing a QA/Software Testing course will be considered a plus.
  • Strong problem-solving and analytical skills.
  • Excellent communication skills in English (written and verbal).
  • Ability to work rotational 12-hour shifts including nights, weekends, and holidays.
  • Basic familiarity with IT support and ticketing systems is desirable (training will be provided).

Shift & Compensation

  • Base Salary: ₹15,000 - ₹25,000 per month.
  • Shift Allowance: ₹5,000 per month for extended 12-hour shifts.
  • Night Shift Allowance: ₹300 per night.
  • Work Schedule: 5 days per week (rotational), including weekends/national holidays. Compensatory offs provided.
  • Work Location: Work-from-office can be converted into hybrid; office-based when on regular business hours. But should be based in Pune.

Growth Opportunities

  • Clear career path from L1 → L2 → L3 Support.
  • Ongoing training on client systems and ticket handling.
  • International exposure supporting customers across multiple regions.

Why Join Us?

  • Opportunity to build a career in IT support with structured training.
  • Competitive pay plus shift and night allowances.
  • Collaborative, global team environment.
  • Exposure to enterprise systems used across multiple industries.

If you're passionate about technology, eager to learn, and ready to work in a global 24/7 environment, apply now to join our support team

Job Types: Full-time, Fresher

Pay: ₹20, ₹30,000.00 per month

Application Question(s):

  • Is Balewadi, Pune Office location suitable for you?
  • Can you come for Face to Face Interview?
  • How soon can you join? (In days)
  • Your current location. If in Pune, pls mention exact location.
  • What is your Notice Period?
  • Have you done any QA/Testing course?
  • If you are a working professional what is your current CTC ?

Shift availability:

  • Day Shift (Preferred)
  • Night Shift (Preferred)
  • Overnight Shift (Preferred)

Work Location: In person