Application Support Analyst

We are seeking a detail-oriented and professional Level 1 Support Analyst to join our team. This role is responsible for providing first-line support for the custom

IT Businessapplications, handling requests from both internal and external customers. The analyst will triage incoming support requests, accurately log issues, and determine the appropriate course of action—whether filing an enhancement request or creating a bug work item. This position requires strong communication skills, technical aptitude, and close collaboration with Level 2/Level 3 development teams located offshore.

• Serve as the initial point of contact for support requests via phone, email, or ticketing system.
• Accurately log and categorize all incoming requests in the support system.
• Perform initial triage to determine severity, priority, and type of issue (bug, enhancement, or general inquiry).
• Escalate complex issues to Level 2/Level 3 teams and provide all necessary details for resolution.
• Communicate professionally and promptly with customers to acknowledge receipt of requests and provide status updates.
• Collaborate with offshore development teams to ensure timely resolution of issues.
• Maintain detailed documentation of support activities, resolutions, and follow-ups.
• Identify recurring issues and recommend process improvements or knowledge base updates.
• Ensure compliance with established SLAs and support procedures.

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 1–3 years of experience in application support or help desk environment.
• Strong verbal and written communication skills with a professional demeanor.
• Technical aptitude and ability to learn application functionality quickly.
• Proficiency in using ticketing systems and support tools.
• Excellent attention to detail and organizational skills.
• Ability to work independently and collaborate effectively with remote teams.

• Familiarity with software development lifecycle (SDLC) and issue tracking tools (e.g., Azure Dev Ops, JIRA).
• Familiarity with SQL DB and SQL query.
• Experience supporting web-based applications.
• Knowledge of basic troubleshooting techniques for application and user issues.
• Exposure to Agile/Scrum methodologies.
• Experience in Oil and Gas industry applications is a plus.