1,552 l1 Support jobs in India

Description:

The L1 - Support Engineer is responsible for providing high-quality technical support for the Saasant platform to customers, developers and prospects across the World through email, phone interactions, chats, desktop sharing with customers and by using incident tracking system. The fundamental goal of this position is to help our customers achieve success using our platforms. The job involves handling and resolving complex technical and functional queries from customers across the globe.

• Taking ownership of customer issues reported and seeing problems through to resolution

• Researching, diagnosing, troubleshooting and identifying solutions to resolve application issues

• Ask customers targeted questions to quickly understand the root of the problem

• Refer to internal database or external resources to provide accurate tech solutions

• Search product documents to verify if reported problems are already known issues with a defined resolution plan

• Assisting in qualification/replication of the reported issue in an appropriate customer environment

• Information gathering to ensure complete availability of details required for root cause analysis

• Manage customer expectations regarding estimated response times for issue resolution.

• Ensure speed and quality of help received.

• Respond to tickets, answering all customer concerns

• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

• Be responsible for important support metrics include average response time, first call resolution, customer satisfaction rating and net promoter score.

• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

• Problem routing/escalation to next level support where required

• Ability to multitask in a fast-paced environment

• Strong active listening skills and excellent written and oral communications skills

• Document all communication via ticketing systems

• Gather the required information necessary in order to best handle customer software and technical inquiries

• Expertise working with Microsoft Excel Excellent ability to learn and articulate software-related and technical concepts.

Desired Skills & Requirements:

• Good understanding of computer systems, mobile devices, and other tech products

• Ability to diagnose and troubleshoot basic technical issues

• Familiarity with remote desktop applications and help desk software (e.g., Zendesk)

• Excellent problem-solving and communication skills (mandatory)

• Experience working in night shifts (mandatory)

• Ability to provide step-by-step technical help, both written and verbal

• Excellent customer service orientation

• Open to working in voice process (preferred)

Servion is currently looking for UCCE L1 Engineer Support for Mumbai location ( Work from office), Interested candidates can share you CV at

Total Years : 2-6

Job Description :-

Good Knowledge of UCCE & PCCE setup/components .Knowledge of VOIP, CUCM and Voice Gateway as well as End point registration,Out bound dailaing Set up -LCM ,CCMP & recording solution knowledge required.DBA ,SQL related knowledge is desirable.IVR or CVP related knowledge is also desired and would be an added advantage only.

UCCE, PCCE, Cisco Ipt,Cisco ICM, Call Manager, voice gateways

Who we are and what do we do

Innovation in every byte

India has witnessed a journey of Innovation in Digital Payments and today it leads the world with over 45% of the Global digital transaction volume. At NPST, we believe that our decade long journey has carved an opportunity for building future roadmap for the world to follow.

We are determined to contribute immensely to nation’s growth story with our vision “to provide digital technology across financial value chain” and our mission to create leadership position in digital payment space.

Founded in 2013, NPST is a leading fintech firm in India, part of the Make in India initiative and listed on BSE and National Stock Exchange. We specialize in Digital Payments operating as Technology Service Provider to Regulated entities and providing Payment Platform to Industry – empowered by payment processing engine, Financial Super app, Risk Intelligence engine and digital merchant solution.

While we drive 3% of global digital transaction volume for over 100+ clients, we aim to increase our market share by 5X in next five years through innovation and industry first initiatives.

What will you do

The ideal candidate will be responsible for implementing and monitoring the infrastructure.

Job Responsibilities:

• Attend issues raised by L2 or L3 resources and Developer Team.
• Log analysis, bug identification and escalation to offshore team for resolution,
• Customer complaints analysis and response,
• Support middleware deployments and monitor services running on Java and Node.js platforms.
• Merchant support data analysis, query resolution and reconciliation support,
• Basic user account management (create/modify/delete users)
• Manage file system permissions and disk space usage
• Escalate issues to L2/L3 as per SOPs
• Document resolutions and update knowledge base regularly
• Support the bank’s other requirements related UPI.
• Monitor Linux servers using tools like Grafana, Prometheus and Dynatrace.
• Perform routine health checks and log analysis
• Environment mapping,
• Integration coordination with various departments and vendors,
• UAT support,
• Post Go-live support,
• Quick fixes required at property level,
• Production issues resolution,
• Provide inputs for Interim RCA and other documents.
• To provide technical inputs for troubleshooting the issues to L2 team.
• To coordinate with any other support or dependency groups in bank in case the issue has any linkage,
• To provide guidance and resolve technical incidents escalated by bank,
• Coordination with various departments for development, requirements, and sign-off.

Roles of resource may change as per the requirements. However, it will be around the systems.

What are we looking for:

• Must have a minimum of 2 years of experience in Linux Administration.
• Experience working with MySQL and Oracle databases , ability to write and understand basic queries.
• Familiarity with middleware technologies, especially Java-based applications (like Apache Tomcat, JBoss, Nginx) and Node.js services .
• SSH Basic understanding of networking concepts (IP, DNS, firewall).
• Advanced level knowledge into Linux commands, file system and disk usage commands (df, du, lsblk)
• Red Hat Certified System Administrator (RHCSA) – preferred
• Willingness to work in a 24x7 support environment (rotational shifts, if required).
• Detail-oriented and organized with strong time management skills.
• Influencing skills and the ability to create positive working relationships with team members at all levels
• Good communication and interpersonal skills

Education Qualification – BCA, BSC(IT), Diploma, B.Tech/B.E

Experience - Total Experience: 2 to 4 years,

Industry - IT/Software/BFSI/ Banking /Fintech

Work arrangement – 5 day working

Location – Noida

What do we offer:

• An organization where we strongly believe in one organization, one goal.
• A fun workplace which compels us to challenge ourselves and aim higher.
• A team that strongly believes in collaboration and celebrating success together.
• Benefits that resonate ‘We Care’.

If this opportunity excites you, we invite you to apply and contribute to our success story. If your resume is shortlisted, you will hear back from us.

Title: Multilingual IT Service Desk Engineer (L0/L1 Support)

Location: Remote

Key Responsibilities

• Customer Call Handling: Answer all incoming customer calls, ensuring a zero-miss policy and delivering a high-quality support experience.
• Initial Troubleshooting: Provide first and second-level troubleshooting for multiple platforms, including Windows, Mac, Linux, databases, storage, networking, and enterprise applications.
• Task Execution: Run predefined scripts, execute routine tasks, and follow documented procedures in supported technology domains.
• System Maintenance: Support installation, patching, configuration, troubleshooting, and upgrades for operating systems, VPNs, firewalls, proxies, and collaboration tools.
• Backup & Restore Operations: Monitor backup systems, resolve issues, and fulfill customer data restoration requests.
• Remote Resolution: Use tools such as WebEx, VNC, and RDP to diagnose and resolve issues remotely, escalating as necessary.
• Vendor & ISP Coordination: Collaborate with hardware vendors and internet service providers to resolve network and hardware-related issues, including proper documentation and quality control.

Required Skills & Qualifications

• Proficiency in one or more of the following languages :
• Bahasa (Indonesian)
• Filipino (Tagalog/Philippines)
• Mandarin Chinese
• Strong verbal and written communication skills in English .
• 1–3 years of experience in IT Service Desk / Helpdesk / L0-L1 Technical Support .
• Hands-on knowledge of operating systems (Windows/Mac/Linux), networking basics, and enterprise applications.
• Familiarity with remote troubleshooting tools (WebEx, VNC, RDP) and ticketing systems (e.g., ServiceNow, Remedy, Jira).
• Ability to follow standard operating procedures and escalate complex issues to higher-level teams.
• Strong customer service orientation and problem-solving mindset.

Preferred Qualifications

• ITIL Foundation certification or equivalent exposure to ITSM processes.
• Experience supporting global customers in a multilingual service desk environment.
• Flexibility to work in 24x7 rotational shifts as required.

Location

• Flexible – Team can be based in India or outside India (as per language availability and business requirements).

·    The Band 1 – Engineer will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The engineer will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. The engineer provides Break Fixes, fault diagnosis, and resolution. Providing fault analysis to customers’ various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite.

ESSENTIAL QUALIFICATIONS:

Crane Worldwide Logistics is a leader in supply chain solutions with over 130 locations across 30 countries providing individual services that address our client's logistics challenges.

The Help Desk Specialist will be responsible for working with internal users (clients) to manage and resolve incidents relating to enterprise application systems and integration tools.

Essential Job Functions:

• Works with users of shipping automation software to diagnose issues and provide solutions
• Troubleshoots issues, develops and demonstrates solutions and provides on-the-spot training
• Escalates more complex issues to subject matter experts as needed
• Identifies common problems and documents best practices
• Provides incident management
• Provides basic user training as needed
• Ensures support SLAs are met for Level 1 to Level 3 issues
• Acts as systems expert for enterprise application systems
• Other duties as assigned.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements:

• Job may require extended sitting or standing, use of standard office equipment.

Other Skills/Abilities:

• Demonstrated successful client service experience with the ability to manage moderate to complex client issues with calm, comfort, and ease
• Strong troubleshooting and support skills, including the ability to creatively utilize all available resources to satisfy client
• Ability to take ownership of moderate issues/assignments and follow through to completion
• Demonstrates aptitude to prioritize and handle multiple issues simultaneously
• Effective oral and written communication skills
• Strong analytical skills
• Strong attention to detail and accuracy
• Ability to work independently in a dynamic paced logistics/forwarding environment
• Ability to function and contribute in team environment
• Effective time management and project management skills
• Must be willing to work flexible hours
• Familiarity with shipping automation software, the transportation industry, or custom brokerage is a plus
• Knowledge of Java tools, iReport tools and SQL Scripting.

Education and Experience:

• 4 years of IT experience of which 2 years minimum should be in Application Production Support/Maintenance.

Certifications and Licenses:

• Professional certification may be required in some areas.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position.They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.