Application Support Engineer

Location: BKC Mumbai
Experience: 1–3 Years
Qualification: B.E./B.Tech or equivalent; IT/Computer Science background preferred
Shift: 24x7 Rotational Shifts

Job Summary

We are looking for an Application Support Engineer – L1 to provide first-level application support, monitor application availability, resolve user issues, and ensure timely closure of tickets within defined SLAs.

The role involves working closely with internal IT, L2/L3 teams, engineering teams, vendors, and clients to troubleshoot and resolve application-related issues.

Key Responsibilities

• Monitor applications and ensure application uptime and availability.
• Provide L1 application support and troubleshoot application-related issues.
• Respond to and resolve L1 incidents and service requests within defined SLAs.
• Analyze and troubleshoot issues before escalating them to L2/L3 teams.
• Escalate unresolved issues to the appropriate technical team with complete details.
• Follow up with L2/L3 teams to ensure timely resolution and closure of tickets.
• Monitor and prioritize multiple tickets based on impact, urgency, and SLA.
• Handle customer issues through telephone, email, and chat support.
• Coordinate with internal IT, Engineering, Consulting, Support, and Development teams for issue resolution.
• Maintain clear communication with customers regarding ticket status and resolution.
• Perform incident triage and follow defined Standard Operating Procedures.
• Maintain proper documentation for incidents, troubleshooting steps, and procedures.
• Support customer onboarding to the support portal.
• Identify recurring issues and provide monthly insights/reports to help reduce ticket volumes.
• Contribute to process improvements and enhance customer experience.

Required Skills

• 1–3 years of experience in Application Support.
• Good understanding of application monitoring and troubleshooting.
• Knowledge of Incident and Problem Management.
• Experience with ticketing/IT service management processes.
• Good understanding of SLA, ticket prioritization, escalation, and follow-up.
• Strong verbal and written communication skills.
• Good customer-facing and interpersonal skills.
• Ability to manage multiple tasks and priorities effectively.
• Proactive approach towards troubleshooting and issue resolution.
• Willingness to work in 24x7 rotational shifts.

Key Competencies

• Application Monitoring
• Application Troubleshooting
• Incident Management
• Problem Management
• Ticket Management
• SLA Management
• Escalation Management
• Customer Support
• Stakeholder Coordination
• Documentation and Reporting

Pay: ₹30,000.00 - ₹33,000.00 per month

Benefits:

• Health insurance
• Paid time off
• Provident Fund

Application Question(s):

• How is your English Communication?
• Are you located in Mumbai?

Experience:

• Application support: 1 year (Preferred)

Work Location: In person