About the Role
We're looking for an L1 Application Support Engineer to be the first line of response for client-reported issues — logging, triaging, and resolving what you can, and routing what you can't to the right team fast.
What You'll Do
- Serve as first point of contact for incoming incidents and service requests via ticketing system, phone, or chat
- Log, categorize, and prioritize tickets accurately based on impact and urgency
- Resolve common, well-documented issues directly using runbooks and knowledge base articles
- Escalate complex issues to L2/L3 support with clear, complete documentation so nothing gets lost in handoff
- Track incidents through to resolution and keep users updated on status
- Contribute to and maintain the knowledge base as new issues and resolutions come up
- Meet SLA targets for response time and first-contact resolution
What We're Looking For
- 2–4 years of experience in a technical support, help desk, or service desk role
- Working knowledge of ticketing/ITSM tools (ServiceNow, Jira Service Management, or similar)
- Strong communication skills — able to explain technical issues clearly to non-technical users
- Basic troubleshooting skills across common application, OS, and connectivity issues
- Comfortable working in a shift-based support environment when required
Nice to Have
- ITIL Foundation certification
- Exposure to enterprise application support (ERP, CRM, or custom line-of-business apps)
- Basic SQL or scripting skills for log review and diagnostics
- Prior experience supporting cloud-hosted applications