L1 Technical Support Analyst

Company Overview

Outsourced is a leading ISO certified India & Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

L1 Technical Support Analyst

Position Summary

We are seeking an experienced Technical Support Analyst (L1) to provide frontline customer support, issue resolution, and technical troubleshooting. This role involves handling Level 1 tickets, assisting users across multiple communication channels, and escalating complex issues when necessary. The ideal candidate has strong technical knowledge, excellent communication skills, and a background in customer support and IT environments.

Note: This role may require weekend work (Saturday or Sunday) and may involve assigned shifts with flexibility to choose additional weekdays.

Location: Ahmedabad

Key Responsibilities Customer Support & Ticket Management

• Provide Level 1 technical and non-technical support to customers via email, phone, chat, and video calls (Google Meet, Zoom).
• Respond to customer inquiries with accurate, clear, and timely information.
• Manage all L1 support tickets, ensuring proper documentation and resolution.
• Meet service-level agreements (SLAs): 24 hours for basic issues and 72 hours for complex cases.
• Achieve and maintain a Customer Satisfaction (CSAT) score above 95%.
• Educate customers on product features and best practices for issue prevention and self-service.
  
  

Troubleshooting & Technical Support

• Diagnose and resolve issues related to systems, software functionality, account access, configurations, and basic infrastructure.
• Use diagnostic tools, logs, monitoring systems, and observability tools to identify root causes.
• Analyze system behavior, errors, performance issues, and environment configurations.
• Escalate advanced issues to Level 2/Level 3, engineering, development, or support leads.
  
  

Documentation & Knowledge Management

• Create and update internal documentation and knowledge base articles for new or recurring issues.
• Translate technical concepts into clear instructions for non-technical users.
• Maintain accurate ticket notes, resolutions, and troubleshooting steps.
  
  

Cross-Functional Collaboration

• Work closely with engineering, development, QA, and support leadership to ensure seamless incident escalation.
• Follow up on escalated cases to confirm successful resolution.
  
  

Required Qualifications

• Minimum 1 year of experience in a technical support role.
• Minimum 3 years of experience in customer support.
• At least 1 year of experience as a networking administrator or in software development.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
  
  

Technical Skills

• Proficiency with:
• SSH and command-line operations
• Linux (server environments)
• Shell scripting (1+ year)
• SQL (1+ year)
• Strong asset: Docker and containerized application deployment.
• Plus: Knowledge of AI fine-tuning, AI inference, or machine learning workflows.

Preferred Skills

• Experience with CRM platforms and support ticketing systems.
• Familiarity with observability tools, logs, and performance monitoring.
• Ability to simplify technical information for non-technical users.
• Strong attention to detail, organization, and follow-through.
  
  

What We Offer

• Health Insurance: We provide medical coverage up to 20 lakh per annum, which covers you, your spouse, and a set of parents. This is available after one month of successful engagement.
• Professional Development: You'll have access to a monthly upskill allowance of ₹5000 for continued education and certifications to support your career growth.
• Leave Policy: Vacation Leave (VL): 10 days per year, available after probation. You can carry over or encash up to 5 unused days.
• Casual Leave (CL): 8 days per year for personal needs or emergencies, available from day one.
• Sick Leave: 12 days per year, available after probation.
• Flexible Work Hours or Remote Work Opportunities - Depending on the role and project.
• Outsourced Benefits such as Paternity Leave, Maternity Leave, etc.