Qualification: B.E./B.Tech or equivalent; IT/Computer Science background preferred
Shift: 24x7 Rotational Shifts
Job Summary
We are looking for an Application Support Engineer – L1 to provide first-level application support, monitor application availability, resolve user issues, and ensure timely closure of tickets within defined SLAs.
The role involves working closely with internal IT, L2/L3 teams, engineering teams, vendors, and clients to troubleshoot and resolve application-related issues.
Key Responsibilities
- Monitor applications and ensure application uptime and availability.
- Provide L1 application support and troubleshoot application-related issues.
- Respond to and resolve L1 incidents and service requests within defined SLAs.
- Analyze and troubleshoot issues before escalating them to L2/L3 teams.
- Escalate unresolved issues to the appropriate technical team with complete details.
- Follow up with L2/L3 teams to ensure timely resolution and closure of tickets.
- Monitor and prioritize multiple tickets based on impact, urgency, and SLA.
- Handle customer issues through telephone, email, and chat support.
- Coordinate with internal IT, Engineering, Consulting, Support, and Development teams for issue resolution.
- Maintain clear communication with customers regarding ticket status and resolution.
- Perform incident triage and follow defined Standard Operating Procedures.
- Maintain proper documentation for incidents,
troubleshooting steps, and procedures.
- Support customer onboarding to the support portal.
- Identify recurring issues and provide monthly insights/reports to help reduce ticket volumes.
- Contribute to process improvements and enhance customer experience.
Required Skills
- 1–3 years of experience in Application Support.
- Good understanding of application monitoring and troubleshooting.
- Knowledge of Incident and Problem Management.
- Experience with ticketing/IT service management processes.
- Valuable understanding of SLA, ticket prioritization, escalation, and follow-up.
- Strong verbal and written communication skills.
- Good customer-facing and interpersonal skills.
- Ability to manage multiple tasks and priorities effectively.
- Proactive approach towards troubleshooting and issue resolution.
- Willingness to work in 24x7 rotational shifts.