L1 Application Support Engineer

We are seeking an L1 Application Support Analyst to provide first-line support for enterprise applications. The successful candidate will be responsible for monitoring application performance, handling incidents and service requests, troubleshooting issues, and ensuring a positive user experience through timely support and resolution of technical problems. Key Responsibilities Serve as the first point of contact for application-related incidents, service requests, and user inquiries. Monitor application health and system alerts to identify and respond to issues proactively. Investigate, troubleshoot, and resolve application-related problems within defined service level agreements (SLAs). Log, categorize, prioritize, and track incidents and service requests using ticketing systems. Escalate complex issues to relevant technical teams and coordinate follow-up activities until resolution. Communicate effectively with users by providing timely updates on incident status and resolution progress. Perform basic application support activities, including user access management and routine operational tasks. Maintain accurate documentation of incidents, resolutions, standard operating procedures, and knowledge articles. Collaborate with internal teams to identify recurring issues and support continuous service improvement initiatives. Participate in shift schedules, on-call support, or weekend support activities when required. Requirements Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline. 1–3 years of experience in application support, service desk, technical support, or a similar role. Understanding of incident management, problem management, and service request processes. Familiarity with ticketing and service management tools. Basic knowledge of databases, operating systems, and enterprise application environments. Strong analytical and troubleshooting skills with attention to detail. Good communication and in…