Application Support Engineer / L1 Support Engineer

Key Responsibilities:

• Serve as the first point of contact (Level 1) for application-related queries and technical support issues via email, chat, ticketing systems, or phone.
• Monitor application health, performance, and scheduled jobs to proactively detect issues.
• Troubleshoot user-reported problems and document solutions and workarounds.
• Escalate complex incidents or bugs to L2/L3 support or development teams, ensuring proper documentation.
• Maintain detailed logs of incidents, resolutions, and follow-ups using a ticketing system (e.g., ServiceNow, JIRA, Zendesk).
• Perform routine maintenance tasks, data validation checks, and access/user account management.
• Collaborate with internal teams such as DevOps, QA, and developers to ensure quick resolution.
• Assist in software rollouts, testing, and configuration for end users.
• Create and maintain knowledge base articles and user guides for recurring issues.

Mandatory Skills:

• Basic understanding of application architecture and IT support processes.
• Experience with Windows/Linux environments and familiarity with databases (SQL basics).
• Strong problem-solving skills with attention to detail.
• Excellent verbal and written communication skills.
• Familiarity with ticketing systems and remote support tools.

Preferred Skills (Nice to Have):

• Knowledge of SQL for running queries and data analysis.
• Exposure to monitoring tools (e.g., Nagios, Grafana, Splunk).
• Basic scripting knowledge (e.g., PowerShell, Bash, or Python).
• Experience supporting SaaS or web-based applications.
• ITIL Foundation certification or knowledge of ITIL practices.