Applications L1 Support Engineer
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Key skills for this role
About the Role
Responsible for logging incidents, performing triage, maintaining ticket quality, and contributing to knowledge base; requires IT degree and customer-focused skills.
Key Skills for This Role
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Key Responsibilities
- Receive and log application incidents and service requests in the ITSM tool.
- Perform first-touch triage: user account/access checks, basic configuration, password resets.
- Walk users through standard procedures and known-issue resolutions.
- Maintain ticket quality: complete categorisation, clear notes, accurate priority.
- Escalate complex issues to L2 application engineers with full reproduction context.
- Contribute updates to the application knowledge base for recurring queries.
- Meet defined SLA, FCR, and CSAT targets.
Required Qualifications
- Diploma or Bachelor's degree in IT, CS, or equivalent.
- 2+ years in application support / service desk in an enterprise environment.
- Working knowledge of Windows, Microsoft 365, and Active Directory basics.
- Familiarity with ITSM ticketing (ServiceNow, BMC Helix, Jira SM).
- Customer-first attitude, patience, and clear communication.
Preferred And Nice To Have
- ITIL v4 Foundation.
- Exposure to one or more of: Drupal, Dynamics CRM, Power Pages, FileNet, OpenText, GIS.
- Basic SQL for query-based investigations.
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