Application Support Engineer; Helpdesk​/L1 Support

We are looking for a detail-oriented and customer-focused Application Support Engineer to provide first-level technical support to end users. The role involves diagnosing, troubleshooting, and resolving application-related issues while ensuring timely escalation to L2/L3 support teams when required.

• Act as the first point of contact for users seeking technical assistance via email or ticketing systems
• Provide L1 application support based on project FAQs, SOPs, and support documentation
• Diagnose and resolve common software and application issues within agreed SLAs
• Escalate complex or unresolved incidents to L2/L3 support teams with proper documentation
• Log, track, and manage incidents using helpdesk tools, ensuring accurate and complete records
• Assist in maintaining and updating support documentation, FAQs, and user guides
• Deliver a high standard of customer service with a user-centric approach

• Minimum 1 year of experience in a technical support, application support, or helpdesk role
• Familiarity with ticketing/helpdesk systems (e.g. Service Now, JIRA or equivalent)
• Strong problem-solving and analytical skills
• Good communication and interpersonal skills
• Ability to work independently
  , manage priorities, and perform in a fast-paced environment
• Customer-focused mindset with attention to detail

• Exposure to ITIL-based support processes
• Basic understanding of enterprise applications or business systems
• Experience supporting users in a production or operational environment

• This role involves application support and incident management
• Training and knowledge transfer will be provided where applicable
• Candidates are assessed based on skills, experience, and job-related competencies in line with fair employment practices