L1 Application Support Engineer

We are seeking an L1 Application Support Analyst to provide first-line support for enterprise applications. The successful candidate will be responsible for monitoring application performance, handling incidents and service requests, troubleshooting issues, and ensuring a positive user experience through timely support and resolution of technical problems. Key Responsibilities

• Serve as the first point of contact for application-related incidents, service requests, and user inquiries.

• Monitor application health and system alerts to identify and respond to issues proactively.

• Investigate, troubleshoot, and resolve application-related problems within defined service level agreements (SLAs).

• Log, categorize, prioritize, and track incidents and service requests using ticketing systems.

• Escalate complex issues to relevant technical teams and coordinate follow-up activities until resolution.

• Communicate effectively with users by providing timely updates on incident status and resolution progress.

• Perform basic application support activities, including user access management and routine operational tasks.

• Maintain accurate documentation of incidents, resolutions, standard operating procedures, and knowledge articles.

• Collaborate with internal teams to identify recurring issues and support continuous service improvement initiatives.

• Participate in shift schedules, on-call support, or weekend support activities when required.

Requirements

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.

• 1–3 years of experience in application support, service desk, technical support, or a similar role.

• Understanding of incident management, problem management, and service request processes.

• Familiarity with ticketing and service management tools.

• Basic knowledge of databases, operating systems, and enterprise application environments.

• Strong analytical and troubleshooting skills with attention to detail.

• Good communication and interpersonal skills, with a customer-focused approach.

• Ability to work independently as well as collaboratively in a team environment.

• Willingness to learn new technologies and adapt to changing business requirements.

Preferred Qualifications

• Knowledge of ITIL processes and service management best practices.

• Experience supporting enterprise applications in a production environment.

• Familiarity with SQL queries, application monitoring tools, or log analysis tools.

EA Number: 11C4879