L1 / L2 Application Support Engineer

4 years

0 Lacs

Posted:2 days ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Job Title: L1 / L2 Application Support Engineer


Department: Client Business Support / IT Operations


Location: Trivandrum


Reports To: Application Support Lead / Project Manager


Job Summary


L1 and L2 Application Support Engineers

24x7 operational continuity

This role is ideal for professionals who have strong troubleshooting skills, a customer-first mindset, and the ability to work collaboratively in a fast-paced, SLA-driven environment. 


Employment Terms


  • Employment Type:

    Full-time 
  • Probation Period:

    3 months (performance-based confirmation) 
  • Shift:

    Rotational (24x7 coverage) 
  • Work Model:

    [Work From Office] 

 

Key Responsibilities


L1 – First-Line Client Support


  • Serve as the

    first point of contact

    for client incidents, service requests, and queries. 
  • Log, track, and prioritize issues using the company’s ticketing system (e.g., Jira, ServiceNow, Freshdesk). 
  • Perform

    initial triage, health checks, and basic troubleshooting

  • Communicate clearly and proactively with clients on ticket progress and SLA timelines. 
  • Escalate unresolved or critical issues to

    L2 or development teams

    with complete diagnostic information. 
  • Monitor scheduled jobs, batch processes, and system alerts during assigned shifts. 
  • Ensure smooth

    handover documentation

    to the next shift team. 


L2 – Technical Analysis & Resolution


  • Handle

    technical escalations

    from L1 and perform detailed investigation and troubleshooting. 
  • Analyze application logs, API requests/responses, and database queries to identify root causes. 
  • Troubleshoot

    data, configuration, and performance-related issues

  • Collaborate with

    development and DevOps teams

    for fixes, releases, and patch validations. 
  • Conduct

    post-deployment verification

    and UAT support for client updates. 
  • Prepare

    Root Cause Analysis (RCA)

    reports and contribute to preventive actions. 
  • Maintain internal

    runbooks, SOPs, and knowledge base documentation

 


Shift Plan & Rotational Schedule


rotational shift basis


Shift A

Shift B

Shift C


Guidelines:


  • Employees will work on

    rotational shifts

    (weekly or bi-weekly). 
  • 24x7 coverage

    will be maintained across all client geographies. 
  • Weekend / holiday support

    may be required on rotation. 
  • On-call support

    during off-hours for critical incidents. 
  • Shift handover reports

    are mandatory to ensure continuity. 

 


Required Skills & Competencies


For L1:


  • Good understanding of web-based applications and end-user workflows. 
  • Strong communication and client-handling abilities. 
  • Familiarity with ticketing tools (Jira, ServiceNow, etc.). 
  • Ability to follow SOPs and troubleshoot recurring user issues. 
  • Basic understanding of databases, APIs, and system monitoring tools. 


For L2:


  • Proficiency in

    SQL queries, joins, and data validation

  • Experience in

    log analysis

    ,

    API debugging

    , and

    integration troubleshooting

  • Exposure to

    cloud platforms

    (AWS / Azure) and

    monitoring tools

    (Grafana, Kibana, Datadog). 
  • Basic scripting knowledge (PowerShell, Bash, or Python) preferred. 
  • Understanding of

    incident and change management

    processes. 

 


Soft Skills


  • Excellent verbal and written communication skills. 
  • Strong customer service attitude with ownership mindset. 
  • Ability to collaborate effectively across shifts and teams. 
  • Calm and analytical approach under pressure. 
  • Willingness to work flexible hours in a

    rotational shift setup

 


Qualifications


  • Bachelor’s degree in Computer Science, Information Technology, or related field. 
  • 1–4 years of experience in

    L1/L2 application or client support

    roles. 
  • Prior experience in

    client-facing environments

    preferred. 
  • ITIL certification

    or understanding of ITIL practices (Incident, Problem, Change) is a plus. 


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