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Top L1 L2 IT Support Companies in Pune (2025)
In today’s fast-paced digital economy, companies can’t afford downtime, poor tech support, or unresolved IT issues. That’s why Level 1 (L1) and Level 2 (L2) IT support services are more critical than ever—especially in thriving IT hubs like Pune. Businesses across industries are looking for reliable partners who can handle everything from basic troubleshooting (L1) to deeper technical issues (L2) with speed, clarity, and expertise.
In this comprehensive guide, we spotlight the Top L1 L2 IT Support Companies in Pune that businesses can trust in 2025. Whether you’re a startup scaling fast or an enterprise managing complex infrastructure, these companies are equipped to provide round-the-clock technical support, issue resolution, and customer satisfaction.
🥇 1. Zenkins – Leading the Way in L1 L2 IT Support Services in Pune
Website: https://zenkins.com
Overview:
Zenkins tops our list as one of the Top L1 L2 IT Support Companies in Pune due to its innovative, scalable, and business-friendly support solutions. Trusted by startups, SMBs, and large enterprises alike, Zenkins has developed a reputation for delivering fast and intelligent IT support tailored to industry-specific needs.
Key L1 Support Services:
- Helpdesk ticket triaging and resolution
- Password resets and software troubleshooting
- Basic hardware configuration and printer/network issues
- First-contact resolution via chat, email, or phone
Key L2 Support Services:
- OS-level support and advanced application diagnostics
- Network configuration and VPN troubleshooting
- Escalation and resolution of complex incidents
- Support for server-related issues and IT infrastructure
Why Choose Zenkins?
- 24/7 Support with SLA-backed performance
- Cost-effective offshore/nearshore models
- Expertise in handling high-volume support for SaaS and enterprise applications
- Full transparency with real-time reporting dashboards
Industries Served:
FinTech, Healthcare, eCommerce, Manufacturing, Transportation, Education, and more.
Standout Feature:
Zenkins also offers multi-lingual support, making it a perfect fit for global businesses with a presence in Pune.
2. Persistent Systems
Website: https://www.persistent.com
Overview:
Persistent Systems is a major IT player headquartered in Pune and globally recognized for its managed services, product engineering, and technical support offerings. Their L1 and L2 services are designed for large enterprises needing robust backend support.
L1/L2 Offerings:
- 24/7 helpdesk solutions
- Infrastructure monitoring and incident management
- Application-specific support
- ITIL-compliant service management
Strengths:
- Strong focus on digital transformation support
- Integration with enterprise systems like SAP, Oracle, Salesforce
- Dedicated support teams for BFSI, Healthcare, and Telecom sectors
3. Tech Mahindra
Website: https://www.techmahindra.com
Overview:
Tech Mahindra offers a wide spectrum of IT services, including strong capabilities in L1 and L2 technical support. With a significant presence in Pune, TechM is preferred by large-scale enterprises seeking managed support solutions across geographies.
Services Include:
- Desktop and server support
- End-user support and training
- L2 infrastructure support
- Asset and inventory management
Why It Stands Out:
- Global delivery centers with redundancy
- AI-enabled support tools and self-service portals
- Integrated support across cloud, network, and applications
4. Cybage Software
Website: https://www.cybage.com
Overview:
Cybage is a Pune-based software engineering company with mature IT support practices. Their L1 and L2 services are geared toward high-growth businesses in digital commerce, media, and travel-tech sectors.
Service Highlights:
- Round-the-clock L1 and L2 helpdesk operations
- ITIL-certified support engineers
- Remote infrastructure management
- Email/chat/voice support channels
Unique Feature:
They leverage analytics to optimize ticket handling and SLA adherence.
5. Tietoevry (Pune Office)
Website: https://www.tietoevry.com
Overview:
Tietoevry is a Nordic digital services and software company with a significant footprint in Pune. Their L1 and L2 support offerings are part of their global managed IT services.
Offerings:
- Incident response and escalation
- Service desk operations
- Enterprise mobility and workstation support
- Technical support for infrastructure, cloud, and apps
Strengths:
- Strong delivery model built on ITIL and ISO standards
- Experience supporting healthcare, public sector, and industrial clients
6. Infosys BPM (Pune Delivery Center)
Website: https://www.infosysbpm.com
Overview:
A global leader in business process management, Infosys BPM has a strong presence in Pune and offers robust L1 and L2 support solutions through its tech support vertical.
Services Offered:
- Technical support and remote troubleshooting
- Infrastructure monitoring and alerting
- Multi-platform support (Windows, Linux, macOS)
- SLA management and service desk analytics
Client Profile:
Ideal for multinational corporations, especially those seeking compliance and audit-readiness.
7. e-Zest Solutions (A part of Accion Labs)
Website: https://www.e-zest.com
Overview:
e-Zest, headquartered in Pune, specializes in digital innovation and enterprise IT services, including managed support. Their L1/L2 services support digital platforms, healthcare systems, and cloud-native apps.
Support Capabilities:
- End-user device support
- Troubleshooting web and enterprise apps
- Cloud and infrastructure incident management
- L2 escalations and root-cause analysis
Best For:
Startups and mid-sized enterprises undergoing digital transformation.
8. Veritas Technologies (Support Center – Pune)
Website: https://www.veritas.com
Overview:
Veritas offers high-level enterprise IT support and data protection services. With a global support hub in Pune, they provide L1 and L2 services tailored to mission-critical enterprise environments.
What They Offer:
- Software and backup solutions support
- Tiered response system
- Escalation management
- Disaster recovery readiness
Industries Covered:
Enterprises across finance, government, and cloud service providers.
9. Tata Consultancy Services (TCS) – Pune Campus
Website: https://www.tcs.com
Overview:
TCS is one of India’s IT giants with numerous support offerings via its Pune centers. Their L1 and L2 services are part of broader managed services, serving Fortune 500 clients.
Support Services:
- Service desk operations
- System, network, and database troubleshooting
- Multi-region and multi-language capabilities
- Advanced automation tools for ticket resolution
Ideal For:
Enterprises needing scalable support infrastructure across multiple geographies.
10. Harbinger Systems
Website: https://www.harbingergroup.com
Overview:
Harbinger is an IT company based in Pune offering product engineering and enterprise IT services. Their support wing is gaining traction for providing dependable L1/L2 assistance to tech product companies and ISVs.
Key Services:
- End-user support
- Application and middleware issue handling
- Troubleshooting product integrations and APIs
- SLA and uptime monitoring
Unique Value:
Specialized support for EdTech and SaaS companies.
Why L1 & L2 IT Support Matters in 2025
As digital transformation accelerates, businesses rely heavily on uninterrupted operations and technology-backed workflows. L1 and L2 IT support services are now business-critical functions rather than cost centers.
Key Benefits:
- Minimized Downtime: Quick response to IT issues keeps employees and operations moving.
- Cost Savings: Outsourcing reduces the overhead of hiring and training in-house support.
- Customer Experience: High-quality technical support directly impacts customer satisfaction in SaaS and consumer tech.
- Compliance & Security: L2 teams often handle issues related to systems access, VPNs, and compliance requirements.
What Are L1 and L2 IT Support Services?
Before diving deeper, it’s essential to understand the difference between L1 and L2 support and their role in an organization’s IT ecosystem.
L1 IT Support – First Line of Defense
Level 1 support is the first point of contact for users experiencing issues. It usually involves:
- Password resets
- Printer connectivity
- Basic troubleshooting (e.g., internet issues, email issues)
- Ticket logging and escalation
L2 IT Support – Technical Expertise
Level 2 support is more technical and analytical. L2 engineers handle:
- OS or application-level issues
- Network and security problems
- Deep-dive troubleshooting
- Support for escalated tickets from L1
Why the Two-Tier Model?
This tiered system reduces the load on skilled engineers, improves issue resolution efficiency, and helps categorize problems based on technical depth.
Pune – A Growing IT Support Hub in India
Pune has evolved into a strategic IT and tech support center, thanks to:
- Access to a large, skilled talent pool
- Presence of global IT leaders like TCS, Infosys, and Tech Mahindra
- Affordable infrastructure and lower cost of operations
- Proximity to Mumbai (India’s financial capital)
With increased demand for remote support and 24/7 helpdesk services, Pune’s IT companies are now offering world-class L1/L2 support solutions to clients globally.
How to Choose the Right L1 L2 IT Support Company in Pune
When evaluating IT support vendors, consider the following:
- Industry Experience: Have they served companies in your industry?
- 24/7 Availability: Can they support your team round-the-clock?
- Escalation Processes: Is the transition between L1 and L2 smooth and well-documented?
- SLA Commitments: Are they transparent and committed to meeting service benchmarks?
- Technology Stack Compatibility: Are they experienced in your tools, platforms, and custom systems?
L1 vs L2 vs L3 Support – Complete Comparison
| Feature | L1 Support | L2 Support | L3 Support |
|---|---|---|---|
| Skill Level | Basic IT knowledge | Intermediate to advanced | Expert/Developer-level |
| Problem Complexity | Simple/common issues | Escalated issues, configurations | Deep product issues, bug fixes |
| Response Time | Fast (script-based) | Moderate (root-cause analysis) | Long (depends on R&D) |
| Tools Used | Helpdesk portals, ticket systems | Monitoring tools, logs, diagnostics | DevOps platforms, source code |
| Role | Entry-level agents | Technicians and engineers | Developers, architects |
| Examples | Printer not working, password reset | VPN issues, OS reinstallation | Software crash, patch deployment |
Benefits of Partnering with an L1/L2 IT Support Provider in Pune
Here’s why businesses—especially from the US, UK, and Europe—choose Pune-based companies for L1 and L2 support:
1. Cost Optimization
Outsourcing support to Pune saves 40–60% compared to in-house teams in North America or Europe.
2. 24/7 Global Coverage
Thanks to India’s time zone, Pune teams offer true “follow-the-sun” support models, ensuring zero downtime.
3. Scalable Teams
Need to scale from 5 to 50 agents? Top Pune vendors can ramp up within days.
4. Multilingual Support
Several Pune-based support companies provide multi-language support, crucial for global SaaS and eCommerce brands.
5. Certified Professionals
Access to engineers certified in:
Use Cases by Industry
Different industries leverage L1/L2 support in unique ways:
| Industry | Use Case Examples |
|---|---|
| FinTech | App downtime troubleshooting, user access management |
| eCommerce | Checkout issues, website downtime |
| Healthcare | EHR login support, device integration troubleshooting |
| Manufacturing | ERP support, network support across units |
| Education | LMS issues, remote learning platform support |
Popular Tools Used in L1 and L2 Support
Top companies in Pune equip their L1/L2 teams with leading tools such as:
- Ticketing Systems: Freshdesk, Zendesk, Jira Service Management
- Remote Access: TeamViewer, AnyDesk, BeyondTrust
- Monitoring: Nagios, Datadog, SolarWinds
- Communication: Microsoft Teams, Slack, Zoom
- Knowledge Management: Confluence, Notion, SharePoint
Emerging Trends in IT Support (2025 & Beyond)
The L1 and L2 IT support landscape is evolving. Key trends to watch:
AI-Powered Support
Chatbots, AI triaging, and predictive diagnostics are replacing manual L1 tasks.
Cloud-Native Support Models
Support for SaaS, IaaS, and hybrid cloud platforms is now critical.
Cybersecurity-Driven Support
L2 teams are increasingly tasked with endpoint protection, MFA issues, and network anomaly alerts.
Omnichannel Support
Top companies provide support via:
- Web portals
- Mobile apps
- WhatsApp & social media
Should You Outsource L1/L2 Support or Build In-House?
| Criteria | Outsourcing | In-House |
|---|---|---|
| Cost | Lower due to offshore benefits | Higher due to salaries + overhead |
| Scalability | Easy to scale teams | Difficult to scale quickly |
| Control | Less direct control | Full control over team & KPIs |
| Availability | 24/7 with follow-the-sun models | Depends on staffing & time zones |
| Speed of Setup | Can onboard within days | Hiring takes 30–90 days |
| Expertise | Certified, trained resources | Limited to in-house skills |
Final Checklist: How to Pick the Right L1/L2 IT Support Company in Pune
- ✅ Do they have experience in your domain?
- ✅ Do they support your working hours?
- ✅ Do they provide weekly/monthly performance reports?
- ✅ Are they flexible with pricing and scale?
- ✅ Do they offer onboarding & knowledge base documentation?
Final Thoughts
Pune is no longer just an IT outsourcing destination—it’s a powerhouse of digital infrastructure, managed services, and innovation. The Top L1 L2 IT Support Companies in Pune listed here are well-positioned to help businesses scale with confidence, reliability, and peace of mind.
Whether you’re running a SaaS platform, managing complex infrastructure, or handling a global workforce, these companies have the tools, people, and processes in place to handle your IT needs efficiently.
Among them, Zenkins stands out for its balance of cost-efficiency, innovation, industry-specific expertise, and global-ready infrastructure.
Looking for a reliable IT support partner in Pune?
➡️ Contact Zenkins today to discuss your L1/L2 support needs and scale your operations without friction.
