Application Support Engineer

3 days ago

Dubai, India Mantras2Success Full time ₹ 5,00,000 - ₹ 15,00,000 per year


Job Description:

Job Summary:

We are seeking a proactive and detail-oriented Onsite L1 Applications Support Engineer to provide first-line support for enterprise applications. The candidate will be responsible for incident resolution, service requests, and day-to-day user support activities to ensure smooth business operations.

Key Responsibilities:

  • Act as the first point of contact for application-related incidents and service requests raised by end-users.
  • Perform initial diagnosis, triage, and resolution of basic application issues.
  • Escalate complex issues to L2/L3 support teams with clear documentation.
  • Monitor and track incidents through the ticketing system (e.g., ServiceNow, Jira, etc.) to ensure timely resolution within SLAs.
  • Assist in user access provisioning, configuration changes, and routine application maintenance tasks.
  • Provide hands-on support for application installations, updates, and patches in coordination with IT.
  • Document issue resolutions, FAQs, and support procedures for knowledge base.
  • Coordinate with business users and technical teams for seamless incident handling.
  • Participate in basic application testing during updates or releases.
  • Support day-to-day operations and participate in daily health checks of key applications.
  • Ensure adherence to ITIL processes and best practices.

Required Skills & Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 1–3 years of experience in application support or helpdesk roles.
  • Basic understanding of web-based and enterprise applications.
  • Familiarity with ITSM tools such as ServiceNow, Freshservice, or Jira.
  • Strong analytical and troubleshooting skills.
  • Good communication and interpersonal skills.
  • Ability to work independently and prioritize tasks effectively.
  • Basic knowledge of databases and SQL is a plus.
  • Exposure to Windows OS, Office 365, and Active Directory.

Preferred Qualifications:

  • ITIL Foundation certification is an advantage.
  • Experience in a similar onsite support role within [insert industry, e.g., BFSI, healthcare, etc.].
  • Knowledge of SLA-driven environments.

Working Conditions:

  • Onsite presence required at client/user locations.
  • May involve working in shifts, including weekends or public holidays, as per business needs.
  • Must be adaptable to dynamic work environments and user expectations.

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