Senior L1 / L1.5 Engineer

Smbc Global Services; Chennai; On-site; INR 600,000 - 900,000; Full time

Job summary

Smbc Global Services in Chennai, India is seeking a Senior L1/L1.5 Engineer to provide advanced frontline IT support, resolve complex incidents, and contribute to knowledge development.

You will act as a subject matter expert, assist with incident triage, priority setting, and queue optimization while mentoring junior analysts and coordinating with engineering teams during major incidents.

Qualifications

• 4–7 years in IT support or infrastructure operations.
• Strong troubleshooting and diagnostic skills.
• Experience across desktop, infrastructure, or application support.
• Ability to operate in high-pressure incident environments.
• Experience supporting contact center/telephony platforms and related technologies is desirable.

Responsibilities

• Resolve complex or high-impact incidents.
• Act as subject matter expert for common issue domains.
• Support triage, prioritization, and queue optimization.
• Reduce escalations to L2 / engineering teams.
• Mentor junior analysts and support skill development.
• Participate in major incident response and coordination.

Skills

IT support

Troubleshooting

Incident management

High-pressure environments

Telephony support

Job description

Role Summary

The Senior L1 / L1.5 Engineer provides advanced frontline support, resolving complex issues and reducing escalations to engineering teams while supporting incident triage and knowledge development.

Key Responsibilities

• Resolve complex or high-impact incidents.
• Act as subject matter expert for common issue domains.
• Support triage, prioritization, and queue optimization.
• Reduce escalations to L2 / engineering teams.
• Mentor junior analysts and support skill development.
• Participate in major incident response and coordination.

Key Qualifications

• 4 to 7 years in IT support or infrastructure operations.
• Strong troubleshooting and diagnostic skills.
• Experience across desktop, infrastructure, or application support.
• Ability to operate in high-pressure incident environments.
• Experience supporting contact center/telephony platforms, call routing, agent login issues, and communications technologies is desirable.

Preferred Certifications

• Knowledge of ITSM workflows, escalation governance, and incident management.
• Experience supporting global users or multi-region operations.
• Ability to create or improve knowledge articles and support documentation.