Application L1 Support Engineer
Migrate
Date: 2 weeks ago
City: Abu Dhabi
Contract type: Full time
Position Title: Application L1 Support Engineer
Role Overview
The Application L1 Support Engineer is responsible for providing first-level technical support for software applications. This role involves troubleshooting user-reported issues, ensuring the smooth operation of applications, and acting as the primary point of contact for end-users. The position requires a strong technical aptitude, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders.
Key Responsibilities
Education:
Role Overview
The Application L1 Support Engineer is responsible for providing first-level technical support for software applications. This role involves troubleshooting user-reported issues, ensuring the smooth operation of applications, and acting as the primary point of contact for end-users. The position requires a strong technical aptitude, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders.
Key Responsibilities
- Incident Management:
- Serve as the first point of contact for user-reported issues related to software applications.
- Log, track, and manage incidents using the organization’s ticketing system (e.g., Jira, ServiceNow).
- Ensure timely resolution of incidents in accordance with defined SLAs (Service Level Agreements).
- Identify trends in user issues and proactively suggest fixes.
- Technical Support:
- Diagnose and resolve application-related issues, including functionality, performance, and access problems.
- Provide step-by-step guidance to users to resolve issues effectively.
- Escalate complex issues to L2 or L3 support teams with detailed documentation and analysis.
- Knowledge of Windows/Linux commands for troubleshooting.
- Understanding of firewalls, proxies, and VPN issues affecting applications.
- Application Monitoring:
- Monitor application performance and identify potential issues proactively.
- Report recurring or systemic issues to the development or infrastructure teams for further investigation.
- Documentation:
- Maintain and update knowledge base articles, FAQs, and troubleshooting guides.
- Document solutions for common issues to improve support efficiency and reduce resolution times.
- Collaboration:
- Work closely with cross-functional teams, including developers, QA engineers, and system administrators, to resolve issues.
- Participate in team meetings and contribute to process improvement initiatives.
- User Training:
- Assist in training end-users on application features, functionalities, and best practices.
Education:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 5 years of experience in technical support, application support, or a similar role.
- Familiarity with ticketing systems and ITIL processes is preferred.
- Basic understanding of software applications, databases, and operating systems.
- Proficiency in troubleshooting tools and techniques.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Knowledge of SQL, APIs, and web technologies is an advantage.
- Knowledge of scripting languages (e.g., Python, PowerShell).
- Familiarity with ITIL framework and incident management processes.
- Incident resolution time and adherence to SLAs.
- User satisfaction ratings and feedback.
- Contribution to knowledge base documentation.
- Proactive identification and resolution of recurring issues.
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