L1 Support engineer

Veetechnologies; Bengaluru; On-site; INR 300,000 - 600,000; Full time

Job summary

Veetechnologies in Bangalore is seeking an L1 IT Support Engineer to provide first-line assistance to international users. You will handle Windows issues, basic IT infrastructure questions, and guide customers through common fixes via email and chat.

You will work in rotational shifts with a primary focus on US customers, document steps in Zendesk, and escalate complex problems to L2/L3 teams while ensuring timely responses and high customer satisfaction.

Qualifications

• Windows OS knowledge and basic IT troubleshooting.
• Experience with email and chat support.
• Familiarity with Zendesk or similar ticketing tools.
• Strong written and verbal communication.
• Ability to manage multiple support tickets.

Responsibilities

• Provide L1 technical support to international users via email and chat.
• Address Windows, software, and basic IT infra queries.
• Troubleshoot hardware, software, networking, and systems issues.
• Manage tickets in Zendesk and meet defined SLAs.
• Offer step-by-step troubleshooting guidance to customers.
• Identify and escalate complex issues to L2/L3 teams.
• Maintain accurate ticket records and resolutions.
• Monitor queues and ensure timely follow-ups and closure.
• Deliver excellent customer service with professional communication.
• Work in rotational shifts to support US, UK, and Australia hours.

Skills

Windows OS

Email support

Chat support

Zendesk

Ticketing tools

Troubleshooting

Communication

Multitasking

Independent worker

Tools

Zendesk

Office 365

Outlook

Job description

Job Description L1 IT Support Engineer

Job Title: L1 IT Support Engineer
Location: Bangalore
Work Mode: 5 Days Work From Office (WFO)
Working Days: 5 Days a Week

Shift: Rotational Shifts – Supporting Australia, UK, and US Regions (Primary Focus: US)

Job Overview

We are looking for a customer-focused and technically skilled L1 IT Support Engineer to provide first-level technical assistance and support to international customers across Australia, the UK, and the US, with a primary focus on US-based users.

The ideal candidate should have strong troubleshooting skills, excellent written communication, and experience handling customer queries through email and chat support channels. The candidate will be responsible for diagnosing and resolving basic technical issues, ensuring timely responses, and escalating complex issues to the appropriate teams.

Key Responsibilities

• Provide L1 technical support to international users through email and chat channels.
• Handle and resolve technical queries related to Windows operating systems, software, and basic IT infrastructure.
• Troubleshoot and diagnose hardware, software, network, and system-related issues.
• Manage customer tickets using Zendesk and ensure timely resolution within defined SLAs.
• Provide step-by-step troubleshooting guidance to customers.
• Identify, document, and escalated complex technical issues to L2/L3 support teams.
• Maintain accurate ticket records, troubleshooting steps, and resolution details.
• Monitor ticket queues and ensure timely follow-ups and closure.
• Deliver excellent customer service while maintaining professional communication.
• Work in rotational shifts to support Australia, UK, and US business hours, with a greater focus on US operations.

Required Skills & Qualifications

• Good knowledge of Windows Operating Systems and basic IT troubleshooting.
• Hands-on experience or knowledge of email and chat support.
• Familiarity with Zendesk or other ticketing tools.
• Basic understanding of hardware, software, networking, and system-related troubleshooting.
• Strong written and verbal communication skills.
• Ability to diagnose technical issues and provide appropriate resolutions.
• Good problem-solving and customer-handling skills.
• Ability to work independently and manage multiple support tickets simultaneously.

Preferred Skills

• Previous experience in L1 Technical Support / IT Helpdesk / Service Desk.
• Experience supporting international customers.
• Knowledge of Microsoft Office 365, Outlook, and basic networking concepts.
• Familiarity with ticketing systems, incident management, and SLA-based support.

Work Requirements

• Location: Bangalore.
• Work Mode: Completely Work From Office (WFO).
• Working Days: 5 days a week.
• Shift Timings: Rotational shifts covering Australia, UK, and US time zones.
• Primary Support Region: US.

Ideal Candidate Profile

We are looking for someone with a customer-first mindset, strong troubleshooting abilities, attention to detail, and the flexibility to work in rotational shifts while supporting international users. Candidates with experience in email/chat-based technical support or IT helpdesk operations will be preferred.