Application Support Engineer – L1 (Level 1)

Experience: 0-2 Years Employment Type: Full-Time Work Mode: Work From Office (WFO) Education: B.E./B.Tech/BCA/B.Sc. (Computer Science/IT) or equivalent

We are looking for an enthusiastic Application Support Engineer - L1 to provide first-level technical and functional support for business applications. The ideal candidate will be responsible for incident handling, basic troubleshooting, application monitoring, and ensuring seamless user support while collaborating with L2/L3 support teams.

Key Responsibilities

• User & Incident Support
  • Act as the first point of contact for application-related issues via ticketing system, email, chat, or phone.
  • Diagnose and resolve Level-1 application issues using standard operating procedures (SOPs) and knowledge base articles.
  • Log, categorize, and track incidents through the ITSM tool (Zoho or similar platforms).
  • Escalate unresolved or critical issues to L2/L3 teams with complete analysis and documentation.
  • Ensure timely updates and communication with end users until issue resolution.
• Technical Troubleshooting
  • Troubleshoot application login issues, UI-related problems, and application availability.
  • Perform basic troubleshooting such as browser cache clearing, configuration validation, and user access verification.
  • Restart services and perform predefined operational tasks as per runbooks.
  • Validate user permissions and configuration-related issues.
• Monitoring & Operations
  • Monitor application health, scheduled jobs, integrations, dashboards, and system alerts.
  • Acknowledge alerts and execute predefined corrective actions.
  • Support daily operational activities to ensure application availability and performance.
  • Generate daily and weekly support status reports.
• Documentation & Process Compliance
  • Maintain knowledge base articles, SOPs, and troubleshooting documentation.
  • Document incidents and resolutions accurately following ITIL best practices.
  • Contribute to continuous improvement of support processes and documentation.

Required Skills

• Basic understanding of SQL and database queries for data validation.
• Familiarity with Windows operating system commands and basic server concepts.
• Knowledge of structured troubleshooting methodologies.
• Understanding of ITSM tools (Zoho Desk, ServiceNow, JIRA, or similar platforms).
• Strong analytical, communication, and customer support skills.
• Ability to prioritize tasks and work effectively in a support environment.

Good to Have

• Basic understanding of RPA/Automation tools.
• Knowledge of Java and Selenium Automation fundamentals.
• Exposure to application deployment or release management processes.
• Understanding of REST APIs or web services is an added advantage.

Preferred Candidate Profile

• 0-2 years of experience in Application Support or Technical Support.
• Strong willingness to learn and grow in enterprise application support.
• Excellent problem-solving and interpersonal skills.
• Ability to work independently as well as collaboratively with cross-functional teams.
• Flexible to work in rotational shifts if required.

Contact Person: Nidhi Saraiya

Email: [email protected]

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