Description

Job Title: Customer Service L1 Support Engineer
Department: Application Support
Location: Mumbai
Experience Required: Fresher -1 year

Job Summary:
We are looking for a proactive and detail-oriented L1 Support Engineer to join our customer service 
team. You will be the first point of contact for our customers, responsible for handling incoming 
queries, resolving basic technical issues, and escalating unresolved problems to L2/L3 support.

Key Responsibilities:

• Act as the first line of contact for customers via phone, email, chat, or ticketing system.
• Diagnose and troubleshoot basic technical issues, guiding customers through step-by-step 
  solutions.
• Provide timely and accurate responses to customer queries.
• Escalate complex problems to higher-level support engineers (L2/L3).
• Log all interactions, incidents, and resolutions in the support system.
• Monitor system alerts and respond to critical incidents within defined SLAs.
• Collaborate with internal teams to ensure customer satisfaction.
• Follow standard procedures for proper escalation of unresolved issues.
• Maintain a high level of professionalism and empathy in all interactions.
• Contribute to the creation and maintenance of knowledge base articles.

Requirements:
• Bachelor’s degree in computer science, Engineering, or equivalent experience.
• 2–5 years of experience in a technical support/customer service role.
• Basic knowledge of operating systems (Windows/Linux), networking fundamentals, and 
   troubleshooting techniques.
• Familiarity with support tools like Zendesk, Freshdesk, Jira, ServiceNow, or similar.
• Excellent verbal and written communication skills.
• Ability to work in shifts and under pressure.
• Strong problem-solving skills and attention to detail.
• Willingness to learn and grow in a fast-paced environment.

Good to Have:
• Experience with ITIL processes and ticketing systems.
• Certifications such as ITIL Foundation, or Microsoft Certified: Azure Fundamentals or AWS
• Knowledge of cloud platforms, SaaS products, or CRM tools.

Shift & Work Environment:
• Rotational shifts (24x7 support model).
• In-Office and On-site depending on business needs

À propos de nous
Nous sommes DNEG, l'un des principaux studios d'effets visuels et d'animation au monde pour la création de longs métrages primés, de contenu télévisuel et multiplateforme. Nous employons plus de 9000 personnes avec des bureaux et des studios dans le monde entier: en Amérique du Nord (Los Angeles, Montréal, Toronto, Vancouver), en Europe (Londres), en Asie (Bangalore, Mohali, Chennai, Mumbai) et en Australie (Sydney).

Chez DNEG, nous croyons fondamentalement que l'acceptation de nos différences est un élément essentiel de notre réussite collective. Nous nous engageons à créer un environnement de travail équitable, diversifié et inclusif pour nos équipes mondiales, où chacun se sent important et à sa place. Nous accueillons et encourageons les candidatures de tous, quels que soient le parcours, l'expérience ou le handicap. N'hésitez pas à nous faire savoir si vous avez besoin d'ajustements ou de soutien au cours de la procédure de candidature. Nous avons hâte de vous rencontrer!