We are looking for experienced Application Support Engineers to provide Level 1 (L1) and Level 2 (L2) support for our 24x7 business applications. Your role includes resolving technical issues, coordinating with Level 3 vendors for escalations, and ensuring minimal downtime.
Responsibilities:
L1 Support:
- Serve as the first point of contact for application issues, providing prompt assistance.
- Perform initial triage, diagnosis, and issue resolution; escalate to L2/L3 when necessary.
- Monitor application performance, handle service requests, and maintain support documentation.
L2 Support:
- Handle escalations from L1, providing in-depth troubleshooting and issue resolution.
- Collaborate with L1 support and external vendors to resolve complex problems.
- Conduct root cause analysis and document troubleshooting steps.
Requirements:
Technical Skills:
- L1: Proficiency in troubleshooting, ticketing systems, and application monitoring.
- L2: Advanced knowledge of application support, including SQL, cloud platforms, and ITIL practices.
Soft Skills:
- Excellent communication, problem-solving, and customer service skills.
- Ability to collaborate effectively with teams and vendors.
Qualifications:
- Bachelor's degree in Computer Science or related field, or equivalent experience.
- Experience in application support and managing escalations.
- ITIL Foundation certification is preferred.
