AutomationEdge hiring for Application Support Engineer – L1 (Level 1)

Experience: 0–2 Years
Employment Type: Full-Time
Work Mode: Work From Office (WFO)
Education: B.E./B.Tech/BCA/B.Sc. (Computer Science/IT) or equivalent
We are looking for an enthusiastic Application Support Engineer – L1 to provide first-level technical and functional support for business applications. The ideal candidate will be responsible for incident handling, basic troubleshooting, application monitoring, and ensuring seamless user support while collaborating with L2/L3 support teams.

Key Responsibilities
User & Incident SupportAct as the first point of contact for application-related issues via ticketing system, email, chat, or phone.
Diagnose and resolve Level-1 application issues using standard operating procedures (SOPs) and knowledge base articles.
Log, categorize, and track incidents through the ITSM tool (Zoho or similar platforms).
Escalate unresolved or critical issues to L2/L3 teams with complete analysis and documentation.
Ensure timely updates and communication with end users until issue resolution.
Technical TroubleshootingTroubleshoot application login issues, UI-related problems, and application availability.
Perform basic troubleshooting such as browser cache clearing, configuration validation, and user access verification.
Restart services and perform predefined operational tasks as per runbooks.
Validate user permissions and configuration-related issues.
Monitoring & OperationsMonitor application health, scheduled jobs, integrations, dashboards, and system alerts.
Acknowledge alerts and execute predefined corrective actions.
Support daily operational activities to ensure application availability and performance.
Generate daily and weekly support status reports.
Documentation & Process ComplianceMaintain knowledge base articles, SOPs, and troubleshooting documentation.
Document incidents and resolutions accurately following ITIL best practices.
Contribute to continuous improvement of support processes and documentation.
Required Skills
Basic understanding of SQL and database queries for data validation.
Familiarity with Windows operating system commands and basic server concepts.
Knowledge of structured troubleshooting methodologies.
Understanding of ITSM tools (Zoho Desk, ServiceNow, JIRA, or similar platforms).
Strong analytical, communication, and customer support skills.
Ability to prioritize tasks and work effectively in a support environment.
Good to Have
Basic understanding of RPA/Automation tools.
Knowledge of Java and Selenium Automation fundamentals.
Exposure to application deployment or release management processes.
Understanding of REST APIs or web services is an added advantage.
Preferred Candidate Profile
0–2 years of experience in Application Support or Technical Support.
Strong willingness to learn and grow in enterprise application support.
Excellent problem-solving and interpersonal skills.
Ability to work independently as well as collaboratively with cross-functional teams.
Flexible to work in rotational shifts if required.