L1-Application Support Engineer

Primary: Service Now, Dynatrace, L1 system. Secondary: Solar wind, Nexthink

Role Overview

We are looking for a motivated L1 Application Support Engineer to provide frontline support for our suite of business-critical applications. The ideal candidate will have foundational knowledge in software applications and systems, excellent problem-solving skills, and experience with key monitoring and support tools like SolarWinds, Dynatrace, ServiceNow, and Nexthink.

Key Responsibilities

• Monitoring & Incident Detection:
• Monitor application health, performance, and logs using tools like SolarWinds, Dynatrace, and Nexthink.
• Identify and report application errors and performance issues.
• Respond to alerts, ensuring prompt detection and escalation of critical issues.
• Application Support & Troubleshooting:
• Provide first-level support for application-related queries and issues.
• Use monitoring tools to analyze incidents, validate user inputs, and reproduce issues for troubleshooting.
• Perform preliminary troubleshooting, including reviewing error logs and supporting end-user queries.
• Incident Management & Resolution:
• Record incidents using ServiceNow, categorize, and prioritize based on severity and impact.
• Communicate updates with users and stakeholders until issues are resolved.
• Escalate unresolved or complex issues to L2 Application Support or Development teams.
• User Training & Assistance:
• Provide guidance on application functionalities and best practices.
• Assist with onboarding new users by creating training material or conducting sessions.
• Collaboration & Communication:
• Work closely with L2/L3 teams to support issue resolution.
• Communicate with development teams for deeper application issues.
• Participate in regular team meetings for continuous improvement.
• Documentation & Knowledge Base:
• Maintain documentation on standard operating procedures (SOPs), known issues, and resolutions.
• Update the knowledge base with FAQs and common troubleshooting steps.

Required Qualifications

• Experience: 1-3 years in application support or IT support roles.
• Technical Skills: Understanding of software applications and troubleshooting techniques.
• Tools: Experience with monitoring tools like SolarWinds, Dynatrace, Nexthink, and incident management systems like ServiceNow.
• Troubleshooting & Problem-Solving Skills: Ability to quickly analyze and resolve application issues.
• Communication: Excellent communication skills for explaining technical concepts.

Preferred Qualifications

• Familiarity with ITIL processes and cloud platforms (e.g., AWS, Azure).