Job Description
Role Summary
We are hiring L1 Application Support Engineers to provide first-line support for a portfolio of enterprise business
applications. Engineers handle user queries, perform basic triage, log tickets, and escalate to L2 specialists.
Key Responsibilities
- Receive and log application incidents and service requests in the ITSM tool.
- Perform first-touch triage: user account/access checks, basic configuration, password resets.
- Walk users through standard procedures and known-issue resolutions.
- Maintain ticket quality: complete categorisation, clear notes, accurate priority.
- Escalate complex issues to L2 application engineers with full reproduction context.
- Contribute updates to the application knowledge base for recurring queries.
- Meet defined SLA, FCR, and CSAT targets.
Required Qualifications
- Diploma or Bachelor's degree in IT, CS, or equivalent...