L1 Support Engineer(Sky Soft Limited)

We are looking for energetic and customer-focused L1 Support Engineers to provide first-line support for our broker-hosted Order Management System (OMS). The incumbent will be responsible for receiving, recording, categorizing, and resolving user issues while ensuring timely escalation of complex incidents to higher support levels.

The role requires excellent communication skills, strong customer orientation, and the ability to work effectively during capital market trading hours.

Key Responsibilities

• Receive, record, classify, and track incidents, service requests, and customer inquiries.

• Provide first-level troubleshooting and support to clients via phone, email, remote support tools, or ticketing systems.

• Monitor production systems and proactively identify operational issues.

• Escalate unresolved issues to appropriate technical teams following established procedures.

• Maintain accurate incident logs, support records, and customer communication history.

• Assist clients with system usage, configuration, and operational queries.

• Verify issue resolution and ensure timely closure of support tickets.

• Participate in user onboarding and basic training activities.

• Prepare support reports and operational summaries as required.

• Ensure compliance with established SLA commitments and support procedures.

• At least 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service
• Freshers are also encouraged to apply.

• Bachelor of Science (BSc) in Computer Science & Engineering, Information Systems
• Bachelor of Business Administration (BBA) in Finance

• Training or certification in IT support, networking, or customer service.

• Age At least 20 years
• Only Male

Preferred Skills

• Basic SQL knowledge.
• Familiarity with ticketing systems and remote support tools.
• Basic understanding of software deployment and troubleshooting processes.
• Familiarity with capital market terminology and brokerage operations.

Preferred Experience

• Experience in software support, brokerage operations, fintech, banking, or customer service environments.
• Experience providing support for enterprise applications or financial systems.
• Experience in software support, customer support, or IT operations are encouraged to apply.

• As per company policy.