We are looking for a detail-oriented and customer-focused Application Support Engineer to provide first-level technical support to end users. The role involves diagnosing, troubleshooting, and resolving application-related issues while ensuring timely escalation to L2/L3 support teams when required.
Key Responsibilities
* Act as the first point of contact for users seeking technical assistance via email or ticketing systems
* Provide L1 application support based on project FAQs, SOPs, and support documentation
* Diagnose and resolve common software and application issues within agreed SLAs
* Escalate complex or unresolved incidents to L2/L3 support teams with proper documentation
* Log, track, and manage incidents using helpdesk tools, ensuring accurate and complete records
* Assist in maintaining and updating support documentation, FAQs, and user guides
* Deliver a high standard of customer service with a user-centric approach
Requirements (Must-Have Skills)
* Minimum 1 year of experience in a technical support, application support, or helpdesk role
* Familiarity with ticketing/helpdesk systems (e.g. ServiceNow, JIRA or equivalent)
* Strong problem-solving and analytical skills
* Good communication and interpersonal skills
* Ability to work independently, manage priorities, and perform in a fast-paced environment
* Customer-focused mindset with attention to detail
Preferred Skills (Nice to Have)
* Exposure to ITIL-based support processes
* Basic understanding of enterprise applications or business systems
* Experience supporting users in a production or operational environment
Additional Information
* This role involves application support and incident management
* Training and knowledge transfer will be provided where applicable
* Candidates are assessed based on skills, experience, and job-related competencies in line with fair employment practices
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