Application Support Analyst

JUNIOR SUPPORT EXECUTIVE

Job Title: L1 Application Support Analyst

Location: Anna Salai

Department: IT

Reports to: IT Manager

Job Summary:

We are seeking a proactive and customer-focused L1 Application Support Analyst to

provide first-level technical support for business-critical applications. You will be

responsible for responding to incidents, service requests, and performing basic

troubleshooting and escalation to L2/L3 teams as needed.

- Provide first-line support for application issues via ticketing systems, email, and calls.

- Monitor application performance and alerts using standard monitoring tools.

- Log, categorize, and prioritize incidents and service requests.

- Perform initial diagnostics and resolve or escalate issues as required.

- Maintain support documentation, FAQs, and user guides.

- Coordinate with users to gather necessary details for issue resolution.

- Work with L2/L3 teams to track progress and ensure timely resolution.

- Generate regular reports on incident trends and resolution metrics.

- Support user onboarding and application access provisioning.

- Ensure compliance with SLAs and internal processes.

Required Skills & Qualifications:

- Bachelor's degree in Computer Science, IT, or related field.

- 0–2 years of experience in IT/Application Support or similar role.

- Basic knowledge of SQL, Windows/Linux OS, and ITSM tools.

- Strong communication and problem-solving skills.

- Ability to work in shifts and handle pressure in a production environment.

- Good understanding of ticketing tools (e.g., ServiceNow, JIRA).

Preferred Skills:

- ITIL Foundation Certification.

- Exposure to cloud platforms (AWS, Azure) is a plus.

- Basic scripting knowledge (e.g., Shell, Python) is an advantage.