L1 Support Engineer

Job highlights

• 2-3 years in L1/Application Support with RCM or healthcare domain experience, skilled in ITSM tools (Jira, ServiceNow), basic SQL knowledge
• Manage and resolve tickets, perform first-level troubleshooting, monitor system alerts, handle user access, escalate complex issues

Role:

L1 Support Engineer

Role Overview:

We are seeking a proactive and customer-focused L1 Support Engineer with around 2 years of experience to serve as the first point of contact for technical and operational support. The candidate will handle incident management, perform initial troubleshooting, and ensure smooth functioning of Revenue Cycle Management (RCM) applications.

This role is critical in delivering high-quality user support, maintaining SLA compliance, and improving overall user satisfaction.

Required Skills & Qualifications:

Experience

• 2-3 years of experience in Application Support / L1 Support / Helpdesk.
• Experience handling support calls end to end, from initial user contact and issue diagnosis to resolution or escalation and closure.
• Experience in RCM (Revenue Cycle Management) or healthcare domain is highly preferred.
• Experience in managing a team, ensuring efficient ticket handling, team productivity, and timely issue resolution.

Technical Skills:

• Hands-on experience with ITSM tools (e.g., Jira Service Desk, ServiceNow)
• Basic understanding of:

1. SQL (for data validation and troubleshooting)
2. Application support and incident lifecycle
3. Monitoring tools and alert handling

• Familiarity with reporting tools (Power BI, Tableau, etc.) is a plus
• Understanding of ITIL framework (Incident, Problem, Change Management)
• Experience working with SLAs, KPIs, and support metrics

Soft Skills:

• Strong communication and interpersonal skills
• Ability to work independently and handle user calls professionally.
• Good analytical and problem-solving ability
• Customer-centric mindset with attention to detail
• Ability to work in shifts (if 24/7 support is required)

Location: Coimbatore

Shift Timings: Week days - 1.30am IST to 5.30am IST

Week end - 6pm IST to 10pm IST

Key Responsibilities:

• Manage and resolve tickets via Jira / Service Desk
• Perform first-level troubleshooting for application, reports, and data issues
• Monitor system alerts, job failures, and application health
• Handle user access requests and onboarding/offboarding
• Escalate complex issues to L2 teams with proper documentation