L1 Application Support Engineer

Requirements

• Bachelor's Degree in Computer Science, Information Technology, or a related technical field.
• Minimum 2 years of working experience, with at least 1 year in Technical Support, IT Operations, or Helpdesk.
• Experience in the Banking or FinTech industry is highly preferred.
• Proficient in collaboration and helpdesk tools such as Zendesk, Jira, Confluence, Google Workspace (Gmail & Calendar), Slack, Splunk, Grafana, and CRM platforms.
• Experience troubleshooting mobile applications and devices (iOS/Android).
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to remain calm and make sound decisions during incidents or system outages.
• Able to work independently as an individual contributor.
• Willing to work on a 24/7 rotating shift schedule, including night shifts, weekends, and public holidays.

Responsibilities

• Provide first-line technical support by resolving technical issues and assisting stakeholders through Zendesk or other ticketing systems.
• Monitor system health, reliability, and performance on a 24/7 shift basis, and escalate critical issues to the L2 Support or Engineering team when necessary.
• Ensure all incidents are handled within the agreed Service Level Agreements (SLAs).
• Collaborate closely with the Customer Service and Engineering teams to resolve complex technical issues.
• Perform initial troubleshooting and incident diagnosis to identify the root cause of reported issues.
• Document incidents, troubleshooting steps, and resolutions to maintain an accurate knowledge base.
• Follow established support processes, operational procedures, and system administration standards while delivering excellent stakeholder support.