Application Support Engineer
6 days ago
We are looking for a motivated L1Application Support Engineer to provide frontline support for oursuite of business-critical applications. The ideal candidate willhave foundational knowledge in software applications and systems,excellent problem-solving skills, and experience with keymonitoring and support tools like SolarWinds, Dynatrace,ServiceNow, and Nexthink.
KeyResponsibilities
- Monitoring & IncidentDetection:
- Monitor application health,performance, and logs using tools like SolarWinds, Dynatrace, andNexthink.
- Identify and report applicationerrors and performance issues.
- Respond toalerts, ensuring prompt detection and escalation of criticalissues.
- Application Support &Troubleshooting:
- Provide first-level supportfor application-related queries and issues.
- Usemonitoring tools to analyze incidents, validate user inputs, andreproduce issues for troubleshooting.
- Performpreliminary troubleshooting, including reviewing error logs andsupporting end-user queries.
- IncidentManagement & Resolution:
- Recordincidents using ServiceNow, categorize, and prioritize based onseverity and impact.
- Communicate updates withusers and stakeholders until issues areresolved.
- Escalate unresolved or complex issuesto L2 Application Support or Developmentteams.
- User Training &Assistance:
- Provide guidance on applicationfunctionalities and best practices.
- Assist withonboarding new users by creating training material or conductingsessions.
- Collaboration &Communication:
- Work closely with L2/L3 teams tosupport issue resolution.
- Communicate withdevelopment teams for deeper applicationissues.
- Participate in regular team meetingsfor continuous improvement.
- Documentation& Knowledge Base:
- Maintaindocumentation on standard operating procedures (SOPs), knownissues, and resolutions.
- Update the knowledgebase with FAQs and common troubleshootingsteps.
- Work closely with L2/L3 teams to support issueresolution.
- Communicate with development teamsfor deeper application issues.
- Participate inregular team meetings for continuousimprovement.
- Documentation & KnowledgeBase:
- Maintain documentation on standardoperating procedures (SOPs), known issues, andresolutions.
- Update the knowledge base withFAQs and common troubleshooting steps.
RequiredQualifications
- Experience: 1-3 years in applicationsupport or IT support roles.
- Technical Skills:Understanding of software applications and troubleshootingtechniques.
- Tools: Experience with monitoringtools like SolarWinds, Dynatrace, Nexthink, and incident managementsystems like ServiceNow.
- Troubleshooting& Problem-Solving Skills: Ability to quickly analyze andresolve application issues.
- Communication:Excellent communication skills for explaining technicalconcepts.
PreferredQualifications
- Familiarity with ITIL processes andcloud platforms (e.g., AWS,Azure).
Application Engineering,ApplicationSupport,Software support
Employment Type: Full-time
Department / FunctionalArea: Engineering
Experience: years
Gender: Male
Vacancy: 1
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