Application Support Engineer, L1
About The Position
The L1 Application Support Engineer provides first-level technical support for production applications across multiple projects. This role is responsible for ticket triage, initial troubleshooting, and resolution of known issues, ensuring adherence to service level agreements (SLAs) and operational procedures. The position serves as a critical point of contact between end users and technical teams, focusing on maintaining system stability, monitoring alerts, executing defined runbooks, and escalating complex issues to L2/L3 support teams when required. Success in this role requires strong analytical thinking, attention to detail, effective communication skills, and the ability to operate in a fast-paced, high-volume environment. Participation in shift-based coverage and on-call support may be required.
Requirements
- Basic proficiency with Microsoft Office tools (Excel, Word, Outlook, Teams)
- Proficiency in SQL for querying and analyzing application data
- Experience with ITSM tools (FreshService or similar preferred)
- Familiarity with monitoring and alerting tools
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Ability to follow structured processes and procedures
- Experience with incident management and ticketing systems
- Experience working with system monitoring tools
- Ability to work effectively in a fast-paced, high-volume environment
- Strong attention to detail and organizational skills
Responsibilities
- Triage incoming tickets, ensuring proper categorization, prioritization, and assignment
- Resolve standard L1 service requests, incidents, and known issues following defined procedures
- Escalate incidents to L2/L3 teams based on severity, impact, and escalation criteria
- Monitor and manage ticket queues to ensure SLA compliance for response and resolution times
- Document all troubleshooting steps, findings, and resolutions clearly within the ticketing system
- Perform initial troubleshooting, data collection, and analysis to identify issues
- Creation of basic queries or execute predefined queries and scripts to support issue investigation
- Provide end-user support by guiding users through troubleshooting steps and resolving technical issues
- Follow standard operating procedures (SOPs) and runbooks for incident resolution
- Monitor application performance, system alerts, and availability using monitoring tools
- Respond to alerts and correlate events with incidents to detect and address potential issues proactively
- Support production systems with a focus on system uptime, transaction accuracy, and service continuity
- Coordinate with L2/L3 support teams for timely resolution of complex issues
- Provide detailed information, logs, and observations to support escalation and root cause analysis efforts
- Support validation activities following deployments or releases as needed
- Maintain and update knowledge base articles for recurring issues and resolutions
- Contribute operational data and inputs to support reporting and continuous improvement efforts
- Ensure accurate and complete documentation of tickets for audit and knowledge-sharing purposes
- Collaborate with L2/L3 teams on RCA documentation
- Handle sensitive system and user data in accordance with organizational security and compliance requirements
- Adhere to defined operational processes and contractual service obligations
- Participate in shift-based support and on-call rotations as required
- Perform other related duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
