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 :

Preferred Skills (Nice to Have) :

Skills Required

Powershell, Bash, Sql, Itil, Linux