Virtusa is a global digital engineering and consulting firm that helps Fortune 500 companies reimagine their businesses through technology. With a strong presence in India, Virtusa offers a collaborative environment where fresh talent works alongside seasoned professionals on cutting‑edge projects in cloud, data, and enterprise applications. The company emphasizes continuous learning, mentorship, and a culture that rewards innovation and customer‑centric thinking. The L1 Support Engineer role is part of Virtusa’s Managed Services vertical, focusing on Supply Chain Management (SCM) applications used by large enterprises to track inventory, manage logistics, and optimize product flow. As a first‑line technical support professional, you will be the primary point of contact for end‑users experiencing issues, ensuring that incidents are logged, diagnosed, and resolved efficiently while maintaining high standards of service quality. Key responsibilities include: 1. Respond to user queries via email, phone, and ticketing tools within agreed SLAs. 2. Perform initial diagnosis of application‑related problems and reproduce issues. 3. Log detailed tickets, documenting steps taken, findings, and resolutions. 4. Escalate complex or recurring incidents to L2/L3 teams with proper hand‑over notes. 5. Monitor ticket queues and prioritize based on impact and urgency. 6. Conduct root‑cause analysis for frequent problems and suggest preventive measures. 7. Collaborate with functional and technical teams to verify fixes and patches. 8. Participate in shift handovers and maintain knowledge base articles. 9. Provide on‑call support as part of the mandatory 24/7 rotational schedule. 10. Deliver clear communication to customers, ensuring they are updated on status and resolution timelines. The tech stack typically includes Windows/Linux operating systems, basic networking concepts, ticketing platforms (such as ServiceNow or Remedy), and familiarity with SCM tools like SAP SCM, Oracle SCM Cloud, or custom web‑based portals. Strong analytical skills, patience, and the ability to translate technical jargon into layman’s terms are essential. Growth path: Starting as an L1 Engineer, high performers can progress to L2/L3 Application Support, become Subject Matter Experts, or transition into roles such as Production Support Engineer, IT Service Management Lead, or even Project Management within Virtusa’s digital services. Why join Virtusa? The company offers exposure to enterprise‑grade SCM solutions, a structured learning curriculum, and opportunities to work with global clients. Fresh graduates gain hands‑on experience in a fast‑paced support environment, while the 24/7 shift model builds resilience and teamwork. Competitive compensation, performance‑linked incentives, and a supportive culture make Virtusa an attractive launchpad for a career in IT services.