L1 Support Engineer

Testunity; Bengaluru; Remote; INR 350,000 - 500,000; Full time

Benefits offered by this job

Night and weekend allowances

Job summary

Testunity is seeking an L1 Support Engineer to provide 24×7 enterprise application support, handling tickets, resolving basic issues, and meeting SLAs. You will engage with Salesforce, Freshdesk, and ServiceNow, escalating complex problems to the L2 team and maintaining clear ticket updates.

Join immediately for a role with rotational shifts including nights and weekends, remote work options, and a focus on thorough documentation and customer satisfaction.

Qualifications

• 1–3 years of experience in L1 Support / Helpdesk / Service Desk / Customer Support.
• Hands-on experience with Salesforce, Freshdesk, or ServiceNow.
• Knowledge of ticket management and SLA.
• Good communication and documentation skills.
• Willingness to work in rotational, night, weekend, and holiday shifts.

Responsibilities

• Handle and respond to support tickets.
• Work with Salesforce, Freshdesk, and ServiceNow.
• Troubleshoot basic user and application issues.
• Categorise and prioritise tickets based on SLA.
• Escalate complex and critical issues to the L2 team.
• Maintain proper ticket updates and documentation.
• Prepare shift handover notes.

Skills

Customer support

Ticket management

Communication skills

Tools

Salesforce

Freshdesk

ServiceNow

Job description

L1 Support Engineer – Enterprise Applications

Location: Remote / WFO

Experience: 1–3 Years

Employment Type: Full-Time

Openings: 3

Shift: 24×7 Rotational Shifts

Joining: Immediate

About The Role

We are looking for an L1 Support Engineer to provide 24×7 support for enterprise applications. The role involves handling support tickets, resolving basic issues, following SLAs, and escalating complex issues to the L2 team.

Key Responsibilities

• Handle and respond to support tickets.
• Work with Salesforce, Freshdesk, and ServiceNow.
• Troubleshoot basic user and application issues.
• Categorise and prioritise tickets based on SLA.
• Escalate complex and critical issues to the L2 team.
• Maintain proper ticket updates and documentation.
• Prepare shift handover notes.

Required Skills

• 1–3 years of experience in L1 Support / Helpdesk / Service Desk / Customer Support.
• Hands-on experience with Salesforce, Freshdesk, or ServiceNow.
• Knowledge of ticket management and SLA.
• Good communication and documentation skills.
• Willingness to work in rotational, night, weekend, and holiday shifts.

Good to Have

• ITIL Foundation
• Salesforce Admin / ServiceNow CSA
• FMCG experience

Shift Timings

• Morning: 6 AM – 2 PM
• Evening: 2 PM – 10 PM
• Night: 10 PM – 6 AM

Night and weekend allowances are provided as applicable.

Skills: salesforce,helpdesk,sla,customer support,freshdesk,servicenow