Application Support L1

3 days ago

Bengaluru Karnataka, India Gocool Inc Full time

This position is ideal for individuals with strong foundational IT knowledge, excellent communication

skills, and a proactive, problem-solving mindset.

**Responsibilities**

phone.

issues, user/customer onboarding and cloud-based systems.
- Experience in using debugging scripts written in languages **like shell and python.**

**Job Description - L1 Support Engineer/ Application Support**
- Monitor alerting platforms and dashboards (e.g., Datadog, CloudWatch, Grafana) and act on

incidents accordingly.
- Execute basic diagnostics: user access issues, password resets, endpoint connectivity,
- Follow SOPs and knowledge base articles to drive issue resolution or proper escalation to

L2/L3 teams.
- Log all actions and communications in the ticketing system (e.g., ServiceNow, Jira Service

Desk, Freshservice, BMC, Zendesk).
- Ensure service levels are met by adhering to response and resolution timelines.
- Support onboarding and offboarding processes, including user account creation and

permission management.
- Collaborate with internal teams to report recurring issues and suggest improvements in

support workflows.
- Hands-on experience with Visualization tools like PowerBI and Qlik.

Person Specification

**Required Skills**:

- 2-4 years of experience in a technical support, IT helpdesk, or service desk environment.
- Working knowledge of **Windows, Linux, and macOS environments.**
- Familiarity with SaaS platforms, cloud services (AWS/Azure), and remote desktop tools.
- Experience in using debugging scripts written in languages **like shell and python.**
- Experience with ticketing systems (e.g., Jira, Zendesk, ServiceNow) and monitoring tools.
- Understanding of ITIL processes such as Incident and Request Management.
- Strong communication and customer service skills.

Pay: ₹900,000.00 - ₹1,200,000.00 per year

**Benefits**:

- Health insurance

Shift:

- Day shift

Work Days:

- Monday to Friday

Ability to commute/relocate:

- Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (preferred)

**Experience**:

- Application support: 3 years (required)

**Language**:

- English (required)

**Location**:

- Bangalore, Karnataka (required)

Work Location: In person

Expected Start Date: 15/05/2025

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