YOUR ROLE
L1 Support Engineer (Monitoring & IT Operations)
Role Overview
We are seeking a proactive L1 Support Engineer to monitor, triage, and troubleshoot our infrastructure and application ecosystem. You will be the first line of defense, utilizing standard operating procedures (SOPs) to resolve alerts and manage incidents across SolarWinds, Azure, and Elastic ecosystems.
Key Responsibilities
- Proactive Monitoring: Monitor real-time dashboards across SolarWinds, Azure Monitor, App Insights, and Elastic/Kibana.
- Alert Triage: Identify, validate, and categorize infrastructure and application alerts.
- SOP Troubleshooting: Execute step-by-step Standard Operating Procedures (SOPs) to resolve known issues.
- Incident Management: Log, track, and update tickets within the ManageEngine ITSM platform.
- Escalation Management: Escalate unresolved complex issues swiftly to L2/L3 teams with detailed diagnostic data.
- Health Checks: Perform routine daily infrastructure and application health checks.
YOUR PROFILE
Required Skills & Qualifications
- Experience: 2–3 years of experience in a 24/7 Service Desk,or L1 Technical Support environment.
- Tool Infrastructure:
- SolarWinds: Basic navigation, alert acknowledgment, and node status checking.
- Azure Monitor & App Insights: Understanding of Azure metrics, logs, and application performance metrics.
- Elastic/Kibana: Ability to search logs, filter data, and read pre-configured dashboards.
- ITSM Processes: Hands-on experience with ManageEngine (or similar ITSM tools) for incident logging and ticketing workflows.
- Core Competencies: Strict adherence to SLA timelines, strong documentation skills, and a disciplined approach to following SOPs.
- Shift Work: Willingness to work in a 24/7 rotational shift environment, including weekends and holidays.
Preferred Qualifications
- ITIL v4 Foundation certification.
- Basic understanding of cloud infrastructure (Azure) and networking concepts.
- Familiarity with basic command-line tools (Windows PowerShell or Linux Bash)