Job Description – L1 Application Support Engineer

Position: L1 Application Support Engineer
Experience: 1.5 –3 Years
Location: Goregoan East , Mumbai
Work Mode: Work from Office
Employment Type: Full-Time

About the Role

We are looking for a L1 Application Support Engineer who will be responsible for providing first-level application support to users through phone calls, WhatsApp/chat, and email. The candidate should have good technical troubleshooting skills, strong written and verbal communication, and an interest in automation and support process improvement.

The role requires the candidate to handle day-to-day application queries, troubleshoot issues, coordinate with technical teams when required, and provide timely live support to users.

Key Responsibilities

- Provide L1 application support to users and customers through calls, WhatsApp/chat, and email.
- Handle and respond to daily application-related queries, incidents, and service requests.
- Perform initial troubleshooting and identify the root cause of common application issues.
- Provide live/real-time support to users whenever required.
- Monitor application availability, alerts, and basic system/application health.
- Log, update, track, and close incidents/tickets within defined SLA timelines.
- Escalate complex technical issues to L2/L3 or relevant technical teams with proper troubleshooting details.
- Maintain clear and accurate documentation of incidents, solutions, FAQs, and known issues.
- Follow defined SOPs and support processes while handling user requests.
- Communicate effectively with users and provide regular updates until issue resolution.
- Handle multiple support requests simultaneously while maintaining response and resolution timelines.
- Coordinate with internal development, infrastructure, database,



and application teams when required.
- Identify repetitive manual activities and suggest opportunities for automation.
- Use basic automation/scripts/tools to improve support efficiency and reduce repetitive tasks.
- Support deployment, testing, monitoring, and other operational activities whenever required.
- Prepare basic daily/weekly support reports and maintain relevant support trackers.

Required Skills

Application & Technical Support

- Basic understanding of Application Support / Production Support.
- Good troubleshooting and problem-solving skills.
- Basic understanding of SQL/database concepts is preferred.
- Understanding of application logs and error messages.
- Basic knowledge of Windows/Linux environments is preferred.
- Ability to understand technical issues and explain them clearly to users.

Communication Skills

- Excellent verbal communication skills.
- Strong written communication skills for email and chat support.
- Professional email drafting and customer communication.
- Ability to communicate technical information in a simple and understandable manner.
- Good customer/user-handling skills.

Preferred Candidate Profile

- 1–3 years of experience in L1 Application Support / Technical Support / Production Support / Service Desk.
- Experience handling support through calls, email, and chat/WhatsApp.
- Comfortable working in a user-facing support environment.
- Robust troubleshooting and communication skills.
- Willingness to work on live production/application support activities.
- Candidates with exposure to automation or AI-based support tools will be preferred.

Education

Any Graduate / B.E. / B.Tech / BCA / MCA / B.Sc. / equivalent technical qualification.

Interested Candidate can share there profile on [email protected]

Pay: ₹18,000.00 - ₹25,000.00 per month

Work Location: In person

📌 Technical Support Executive (India)
🏢 Techplus Infotech
📍 India