L1 Support

Job Title: L1 Support Analys
Location: India (Any city)
Role Summary
First point of contact for all Saia Logistics IT support demand. Troubleshoot, triage, log, and resolve or route incidents and service requests across the core logistics platforms, ensuring every ticket is captured, prioritized correctly, and moved toward resolution within SLA.

Key Responsibilities

• Serve as the single front door for incoming tickets via the agreed channel (ServiceNow); log, classify by priority (P1P4), and route accurately.
• Resolve L1 issues (access, navigation, basic configuration, how-to, known errors) using runbooks and knowledge articles.
• Escalate L2/vendor-owned issues promptly with complete context; track them to closure.
• Monitor scheduled jobs, alerts, and integrations; raise and follow up on failures.
• Maintain accurate, timely ticket records; keep users updated on status.
• Contribute to and follow runbooks, SOPs, and the knowledge base.
• Support SLA attainment for P1/P2 and adherence to service-request lead times.

Required Skills & Experience

• 35 years in an IT service desk / application support role.
• Working knowledge of ITIL incident and service-request management (ServiceNow or similar).
• Strong ticket troubleshooting, triage, prioritization, and written communication skills.
• Exposure to enterprise/logistics applications (TMS, WMS, or similar) preferred.
• Comfortable following runbooks and escalation procedures in a structured, SLA-driven environment.
• Good understanding and knowledge of SQL / RDBMS
• Good understanding of MS Azure cloud concepts

Nice to Have

• Familiarity with MercuryGate, CargoWise, RAMP, or OptimoRoute.
• Basic understanding of EDI/REST integration concepts.
• Basic knowledge of programming in C#, Java or Python
• Knowledge of MS Power Platform