Application Support L1 Specialist

Role Overview:

The Application Support L1 Specialist is responsible for ensuring the smooth operation and stability of critical business applications. This role serves as the first line of support for application-related issues, managing relationships with business teams, and coordinating with IT teams to resolve incidents within agreed Service Level Agreements (SLA).

Key Responsibilities:

• Act as the first point of contact for business teams regarding application-related issues.
• Monitor and ensure smooth day-to-day operation of critical business applications.
• Log, track, and resolve incidents and service requests within defined SLAs.
• Escalate complex issues to higher support levels or specialized IT teams as needed.
• Collaborate with infrastructure, database, and development teams to resolve system problems that may impact business operations.
• Provide regular updates and communication to business stakeholders on issue status and resolution.
• Document troubleshooting steps, solutions, and knowledge articles to support continuous improvement.
• Support minor configuration, maintenance, and testing activities for business applications.
• Participate in incident reviews and contribute to root cause analysis.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 1–3 years of experience in application support or IT helpdesk roles.
• Strong understanding of IT systems, applications, and databases.
• Familiarity with ITIL processes and SLA management.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and stakeholder management abilities.
• Ability to work under pressure and handle multiple priorities.
• Basic knowledge of SQL or scripting is a plus.

Key Competencies:

• Customer-oriented mindset.
• Analytical thinking.
• Team collaboration.
• Attention to detail.