Application Support Engineer – L1

3 weeks ago

Jamnagar, India Digirestro Solutions Full time

Company DescriptionDigirestro.ai is committed to leveraging technology to deliver smarter and more efficient software solutions for the hospitality industry. Designed based on insights from professionals working with restaurants and cafés, our platform addresses the real-world challenges faced by operators daily. By offering a comprehensive end-to-end solution with a user-friendly interface and integration with third-party services such as SMS marketing and CRM, Digirestro simplifies managing all aspects of a hospitality business. With a mission to enhance efficiency and prioritize customer satisfaction, Digirestro empowers businesses to save time and deliver exceptional experiences.Job Title: Application Support Engineer – L1Location: [Location]Experience: 0–2 YearsEmployment Type: Full-timeJob SummaryThe Application Support Engineer (L1) is responsible for providing first-level technical support for business applications. This role involves monitoring applications, handling user queries, troubleshooting basic issues, and escalating unresolved incidents to L2/L3 teams while ensuring minimal downtime and high customer satisfaction.Key ResponsibilitiesApplication Support·      Provide Level 1 support for production and non-production applications.·      Monitor application health, jobs, and services to ensure smooth operations.·      Identify, troubleshoot, and resolve basic application issues.·      Log, track, and update incidents and service requests in the ticketing system.Incident & Request Management·      Respond to user-reported issues via ticket, email, or phone.·      Perform initial analysis and provide quick resolutions or workarounds.·      Escalate complex issues to L2/L3 teams with proper documentation.·      Follow SLA and escalation procedures.User Support·      Assist end users with application usage, access issues, and basic configurations.·      Communicate clearly with users regarding issue status and resolution.·      Provide guidance and FAQs for common application-related problems.Monitoring & Maintenance·      Monitor logs, alerts, and dashboards.·      Perform routine checks, application restarts, and basic configuration changes.·      Support deployment activities and post-release verification (as required).Documentation·      Maintain and update support documentation, SOPs, and runbooks.·      Document recurring issues and known errors.·      Required Skills & QualificationsTechnical Skills·      Basic understanding of web applications and client-server architecture.·      Knowledge of SQL for basic queries and data validation.·      Familiarity with Linux/Windows OS.·      Experience with ticketing tools (JIRA, ServiceNow, Freshdesk, etc.).·      Basic understanding of APIs, logs, and error analysis.Soft Skills·      Strong communication and customer-handling skills.·      Ability to work in rotational shifts and handle pressure situations.·      Good problem-solving and analytical abilities.·      Willingness to learn and adapt quickly.Preferred Skills (Good to Have)·      Understanding of ITIL processes.EducationBachelor’s degree in Computer Science, IT, or a related field (or equivalent experience).Career GrowthOpportunity to grow into L2 Application Support, DevOps, QA, or Product Support roles.

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