L1 Support Engineer

5 days ago

Mumbai, Maharashtra, India IVY Mobility Full time ₹ 4,00,000 - ₹ 8,00,000 per year

About us:

Ivy Mobility is a leader in cloud-based software for the consumer goods industry. Ivy Mobility has been in the business of providing applications that allow our customers to improve their route to market and win more at the shelf for over 5 years. We are proud to provide our customers with the broadest portfolio in the industry today and market leading vertical software applications pre-defined to meet the needs of consumer goods companies. Ivy is headquartered in Singapore, with offices in North America, Europe, Asia, Middle East, and Latin America.

Position: L1 Support Engineer

Experience: 1-3 Year

Job Type: Full-time

Location: Saki Naka, Andheri (East) Mumbai

Languages Required: Hindi and English (Both mandatory)

Eligibility Criteria:

  1. Good communication skills
  2. Strong analytical skills
  3. Open to candidates from Arts or Engineering backgrounds
  4. Willingness to work at the client location (On-site support)
  5. Should be flexible to work for 6 Days in a week

Roles and Responsibilities:

Support Engineers' primary objective is to categorize calls based on issue trends and determine the root cause. They will provide guidance on application features and respond to basic functionality queries regarding the clients application.

They will be responsible for logging incidents when customers reach out via the hotline and conducting preliminary investigations. A key part of their role includes gathering essential information from end-users such as Merchandiser Name, Location, Region, Caller Name, Town, etc.

The role also involves resolving login and sync-related issues, addressing master data management problems, and handling data/report requests. For ad-hoc data dump requests, L1 engineers must probe for the purpose, detailed requirements, and urgency.

For activation or installation support, they will coordinate with the LK team to obtain the necessary keys. They will also collect relevant data from the clients customers to escalate to Level 2 support when needed.

Additional responsibilities include tracking the adoption of new features at different sites, reporting usage to the clients customer, and following up with system administrators to ensure timely incident closures.

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