L1 Engineer

As an L1 Support Engineer at TerraPay in Bengaluru/Bangalore, India, you will be instrumental in maintaining smooth project operations through vigilant monitoring, initial issue troubleshooting, and effective vendor coordination. This role requires strict adherence to Service Level Agreements (SLAs) and 24/7 availability to ensure efficient resolution or escalation of issues, thereby upholding high service standards and operational efficiency.

Responsibilities

• Monitor the implementation and operation of defined controls and recommendations.
• Provide Level 1 support for all project and operational activities.
• Gain a thorough understanding of project guidelines, technology, and frameworks.
• Perform initial troubleshooting for operating systems, applications, interfaces, and databases.
• Manage vendor coordination, monitoring, and reporting.
• Execute routine activities and checklists to ensure operational integrity.
• Take ownership of customer issues until resolution, escalation, or closure.
• Utilize monitoring tools to track service performance and be available for 24/7 support.
• Ensure strict compliance with SLAs at all stages of issue resolution.

Essential Qualifications

• 1-2 years of relevant experience in production support.
• A Bachelor's or Master's degree in BE/B.Tech/BCA/MCA/ME/M.Tech/B.Sc. (Computers)/M.Sc. (Computers) from a reputable university.
• Basic knowledge or practical experience with Windows and Unix platforms.
• Solid understanding of Linux commands.
• Proficiency in scripting languages such as Bash shell scripting or Perl.
• Excellent working familiarity with Network Management System (NMS) tools, ticketing systems, and MS Excel.
• Experience with protocol and packet analyzers like TCPDUMP and Ethereal.
• Knowledge of monitoring system resources including CPU, memory, disk, logs, and processes.
• Experience with log searching using grep commands and data extraction.

Interview Process

• Table for Two: An initial conversation with a Recruiter to assess foundational competencies and introduce TerraPay.
• Beyond the Bio: A discussion with a Subject Matter Expert (SME) or Resource Manager (RM) to evaluate role-specific knowledge, problem-solving skills, and team dynamics.
• Manager Meetup: A detailed discussion covering the role, responsibilities, expectations, and potential career growth opportunities.