Application Support Engineer

Job Description:

Job Summary:

We are seeking a proactive and detail-oriented Onsite L1 Applications Support Engineer to provide first-line support for enterprise applications. The candidate will be responsible for incident resolution, service requests, and day-to-day user support activities to ensure smooth business operations.

Key Responsibilities:

• Act as the first point of contact for application-related incidents and service requests raised by end-users.
• Perform initial diagnosis, triage, and resolution of basic application issues.
• Escalate complex issues to L2/L3 support teams with clear documentation.
• Monitor and track incidents through the ticketing system (e.g., ServiceNow, Jira, etc.) to ensure timely resolution within SLAs.
• Assist in user access provisioning, configuration changes, and routine application maintenance tasks.
• Provide hands-on support for application installations, updates, and patches in coordination with IT.
• Document issue resolutions, FAQs, and support procedures for knowledge base.
• Coordinate with business users and technical teams for seamless incident handling.
• Participate in basic application testing during updates or releases.
• Support day-to-day operations and participate in daily health checks of key applications.
• Ensure adherence to ITIL processes and best practices.

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 1–3 years of experience in application support or helpdesk roles.
• Basic understanding of web-based and enterprise applications.
• Familiarity with ITSM tools such as ServiceNow, Freshservice, or Jira.
• Strong analytical and troubleshooting skills.
• Good communication and interpersonal skills.
• Ability to work independently and prioritize tasks effectively.
• Basic knowledge of databases and SQL is a plus.
• Exposure to Windows OS, Office 365, and Active Directory.

Preferred Qualifications:

• ITIL Foundation certification is an advantage.
• Experience in a similar onsite support role within [insert industry, e.g., BFSI, healthcare, etc.].
• Knowledge of SLA-driven environments.

Working Conditions:

• Onsite presence required at client/user locations.
• May involve working in shifts, including weekends or public holidays, as per business needs.
• Must be adaptable to dynamic work environments and user expectations.