Application L1 Support Engineer

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

• 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.
  
  

Qualifications

Education:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  
  

Experience

• 5 years of experience in technical support, application support, or a similar role.
• Familiarity with ticketing systems and ITIL processes is preferred.
  
  

Technical Skills

• Basic understanding of software applications, databases, and operating systems.
• Proficiency in troubleshooting tools and techniques.
  
  

Soft Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work under pressure and manage multiple tasks simultaneously.
  
  

Preferred Skills

• 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.
  
  

Performance Metrics

• Incident resolution time and adherence to SLAs.
• User satisfaction ratings and feedback.
• Contribution to knowledge base documentation.
• Proactive identification and resolution of recurring issues.