System Support Engineer

Job Overview

We arelooking for an L1 Application / System Support Engineer to provideday-to-day operational and software maintenance support for assigned systemsand applications. The role will be responsible for system monitoring, usersupport, incident management, basic troubleshooting, and coordination withhigher-level technical support teams and vendors.

Key Responsibilities

• Monitor system health, application alerts, logs, dashboards, and notifications.
• Perform routine system health checks and identify abnormalities or service disruptions.
• Serve as the first point of contact for users experiencing system or application issues.
• Log, categorize, prioritize, track, and follow up on incidents and service requests using the ticketing system.
• Perform basic troubleshooting and initial diagnosis based on established procedures and knowledge guides.
• Collect relevant information such as screenshots, logs, error messages, and user observations for technical investigation.
• Support common user requests, including system usage guidance, password resets, account unlocks, and basic account-related matters.
• Escalate unresolved or complex issues to L2/L3 support teams or external vendors and follow through until resolution.
• Coordinate with system owners, technical teams, maintenance vendors, and users during incidents and maintenance activities.
• Provide timely updates on incidents, system disruptions, and recovery status.
• Maintain accurate incident records, troubleshooting guides, operational procedures, and knowledge base documentation.
• Prepare routine system health, maintenance, incident, and monthly support reports.
• Participate in training and knowledge-transfer sessions to develop and maintain familiarity with the supported systems.
• Provide 24/7 on-call support for Severity 1 / Critical incidents when required, including incident coordination, recovery support, and post-incident follow-up.

Service Coverage

• Normal business hours: Routine operational support, monitoring, user requests, and incident handling.
• After business hours: On-call support for Severity 1 / Critical incidents.
• Coordinate with L2/L3 technical teams and external maintenance vendors where necessary.

Preferred Candidate Profile

• Diploma or Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline.
• Experience in application support, system support, IT operations, helpdesk, or service desk support is preferred.
• Basic understanding of system/application monitoring, incident management, troubleshooting, and user support.
• Familiarity with ticketing or IT service management tools would be an advantage.
• Able to interpret basic system logs and error messages and perform initial troubleshooting.
• Good communication and coordination skills, particularly when working with users, technical teams, and vendors.
• Able to maintain clear operational and incident documentation.
• Willing and able to provide 24/7 on-call support for critical incidents when required.

Key Skills

L1 Application Support | System Monitoring | Incident Management | Helpdesk Support | Basic Trouleshooting | Ticket Management | User Support | Vendor Coordination | Documentation | IT Operations | On-Call Support