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 interpersonal skills, with a customer-focused approach.
- Ability to work independently as well as collaboratively in a team environment.
- Willingness to learn new technologies and adapt to changing business requirements.
Preferred Qualifications
- Knowledge of ITIL processes and service management best practices.
- Experience supporting enterprise applications in a production environment.
- Familiarity with SQL queries, application monitoring tools, or log analysis tools.
EA Number: 11C4879
