Experience: 0–2 Years
Employment Type: Full-Time
Work Mode: Work From Office (WFO)
Education: B.E./B.Tech/BCA/B.Sc. (Computer Science/IT) or equivalent
We are looking for an enthusiastic Application Support Engineer – L1 to provide first-level technical and functional support for business applications. The ideal candidate will be responsible for incident handling, basic troubleshooting, application monitoring, and ensuring seamless user support while collaborating with L2/L3 support teams.
Key Responsibilities
- User & Incident Support
- Act as the first point of contact for application-related issues via ticketing system, email, chat, or phone.
- Diagnose and resolve Level-1 application issues using standard operating procedures (SOPs) and knowledge base articles.
- Log, categorize, and track incidents through the ITSM tool (Zoho or similar platforms).
- Escalate unresolved or critical issues to L2/L3 teams with complete analysis and documentation.
- Ensure timely updates and communication with end users until issue resolution.
- Technical Troubleshooting
- Troubleshoot application login issues, UI-related problems, and application availability.
- Perform basic troubleshooting such as browser cache clearing, configuration validation, and user access verification.
- Restart services and perform predefined operational tasks as per runbooks.
- Validate user permissions and configuration-related issues.
- Monitoring & Operations
- Monitor application health, scheduled jobs, integrations, dashboards, and system alerts.
- Acknowledge alerts and execute predefined corrective actions.
- Support daily operational activities to ensure application availability and performance.
- Generate daily and weekly support status reports.
- Documentation & Process Compliance
- Maintain knowledge base articles, SOPs, and troubleshooting documentation.
- Document incidents and resolutions accurately following ITIL best practices.
- Contribute to continuous improvement of support processes and documentation.
Required Skills
- Basic understanding of SQL and database queries for data validation.
- Familiarity with Windows operating system commands and basic server concepts.
- Knowledge of structured troubleshooting methodologies.
- Understanding of ITSM tools (Zoho Desk, ServiceNow, JIRA, or similar platforms).
- Strong analytical, communication, and customer support skills.
- Ability to prioritize tasks and work effectively in a support environment.
Good to Have
- Basic understanding of RPA/Automation tools.
- Knowledge of Java and Selenium Automation fundamentals.
- Exposure to application deployment or release management processes.
- Understanding of REST APIs or web services is an added advantage.
Preferred Candidate Profile
- 0–2 years of experience in Application Support or Technical Support.
- Strong willingness to learn and grow in enterprise application support.
- Excellent problem-solving and interpersonal skills.
- Ability to work independently as well as collaboratively with cross-functional teams.
- Flexible to work in rotational shifts if required.