L0 Technical Support Engineer

Virtusa; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Virtusa Bengaluru is seeking a technical support professional to manage customer inquiries, assist with SCM applications, and maintain strong stakeholder communications. The role involves interacting with customers, diagnosing issues, and escalating for resolution where needed.

Candidates should have ITSM knowledge, familiarity with ServiceNow and JIRA, and comfortable programming basics. The position requires a 24/7 shift and a detail-oriented, proactive approach.

Qualifications

• Good understanding of ITSM framework, ServiceNow, JIRA.
• Basic knowledge of programming languages to follow code execution and debug.
• Strong problem-solving and analytical skills with great attention to detail.
• Fluent in English; developed written and verbal communication skills.
• Independent, self-motivated, and highly organized worker.

Responsibilities

• Respond to user inquiries and issues with customers.
• Manage Supply Chain (SCM) applications via email, phone, or ticketing tools.
• Maintain daily communication with customers to manage relationships and satisfaction.
• Prepare and share reports to Business stakeholders on operational breaches and service status.
• Collaborate with peer departments to align tasks and processes.

Skills

ITSM framework

ServiceNow

JIRA

Programming basics

Analytical thinking

Communication skills

Soft skills

Job description

Job Requirements

• Customer Interaction: Respond to user inquiries, access problems, and issues with

Roles & Responsibilities

Service Delivery & Communication

• Customer Interaction: Respond to user inquiries, access problems, and issues with
• Supply Chain (SCM) applications via email, phone, or ticketing tools.
• Relationship Management: Communicate daily with various customers to manage relationships and ensure high satisfaction levels.
• Stakeholder Reporting: Prepare and communicate timely reports to Business stakeholders regarding operational breaches and service status.
• Collaboration: Work closely with peer department personnel and specialists on tasks outside immediate scope to ensure organizational alignment.

Technical Support & Troubleshooting

• Issue Resolution: Handle incoming queries and help requests from end-users, performing initial problem assessment and detail gathering.
• Technical Diagnosis: Reproduce reported problems and attempt resolution through available self-services.
• Escalation: Identify repeated issues and raise them for permanent solve through next levels.
• System Knowledge: Understand software applications used to track merchandise and remain aware of all steps in the delivery process.

Operational Excellence

• Ticket Management: Maintain detailed records of user issues and support processes by opening and managing help desk tickets.
• Documentation: Create, edit, and maintain department-wide Process Documents and Standard Operating Procedures (SOPs).
• Operational Guidance: Guide operations teams regularly on operational breaches and update procedural knowledge.
• Efficiency: Determine ways to improve product delivery and take action when delays occur.
• Shift: 24/7 Rotational Shift (Mandatory requirement)

Qualifications & Skills

Technical Skills

Good understanding of ITSM framework, serviceNow, JIRA.

Programming

Basic knowledge of programming languages to follow code execution and debug.

Analytical

Strong problem-solving and analytical skills with great attention to detail.

Communication

Fluent in English; developed written and verbal communication skills.

Soft Skills

Independent, self-motivated, and highly organized worker.

Work Experience

2-5Years