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L1 Application Support Engineer
1 week ago
Role Overview
We are looking for a motivated L1 Application Support Engineer to provide frontline support for our suite of business-critical applications. The ideal candidate will have foundational knowledge in software applications and systems, excellent problem-solving skills, and experience with key monitoring and support tools like SolarWinds, Dynatrace, ServiceNow, and Nexthink.
Key Responsibilities
- Monitoring & Incident Detection:
Monitor application health, performance, and logs using tools like SolarWinds, Dynatrace, and Nexthink.
Identify and report application errors and performance issues.
Respond to alerts, ensuring prompt detection and escalation of critical issues. - Application Support & Troubleshooting:
Provide first-level support for application-related queries and issues.
Use monitoring tools to analyze incidents, validate user inputs, and reproduce issues for troubleshooting.
Perform preliminary troubleshooting, including reviewing error logs and supporting end-user queries. - Incident Management & Resolution:
Record incidents using ServiceNow, categorize, and prioritize based on severity and impact.
Communicate updates with users and stakeholders until issues are resolved.
Escalate unresolved or complex issues to L2 Application Support or Development teams. - User Training & Assistance:
Provide guidance on application functionalities and best practices.
Assist with onboarding new users by creating training material or conducting sessions. - Collaboration & Communication:
Work closely with L2/L3 teams to support issue resolution.
Communicate with development teams for deeper application issues.
Participate in regular team meetings for continuous improvement. - Documentation & Knowledge Base:
Maintain documentation on standard operating procedures (SOPs), known issues, and resolutions.
Update the knowledge base with FAQs and common troubleshooting steps.
Required Qualifications
- Experience: 1-3 years in application support or IT support roles.
- Technical Skills: Understanding of software applications and troubleshooting techniques.
- Tools: Experience with monitoring tools like SolarWinds, Dynatrace, Nexthink, and incident management systems like ServiceNow.
- Troubleshooting & Problem-Solving Skills: Ability to quickly analyze and resolve application issues.
- Communication: Excellent communication skills for explaining technical concepts.
Preferred Qualifications
- Familiarity with ITIL processes and cloud platforms (e.g., AWS, Azure).
