L1 Onsite Application Support Engineer

L1 Onsite Application Support Engineer

We are seeking a dedicated Onsite Application Support Engineer to provide first-level support for internal enterprise applications and general IT issues. This role involves working closely with end-users to troubleshoot application-related problems, assist with desktop and basic network issues, and ensure smooth day-to-day IT operations at the site.

Key Responsibilities:

L1 Support focuses on user-facing issues, data entry errors, and basic functionality problems that don’t require code or backend access.

• Basic Functional Knowledge of the Application
• Understanding user workflows, screens, and menus
• Navigating the UI and knowing common user pain points
• User Account/Access Troubleshooting
• Resetting passwords, unlocking accounts, verifying roles/permissions
• Knowing how to escalate access issues to admins
• Handling Input/Data Entry Issues
• Guiding users on proper data input formats
• Explaining form validations, dropdowns, required fields
• Error Reporting & Reproduction
• Gathering error messages, screenshots, and steps to reproduce bugs
• Creating clear tickets with required context for L2/L3
• Basic Data Lookup
• Running simple queries or using UI tools to verify user data
• Understanding how to read records, statuses, timestamps
• Knowledge Base Usage
• Using internal documentation or SOPs to walk through known issues
• Following support scripts
• Communication Tools
• Communicating with users in clear, non-technical language
• Logging issues in ticketing systems (e.g., Jira, Zendesk, ServiceNow)

Soft Skills Required:

• Proficiency in English (spoken and written).
• Strong communication and interpersonal skills.
• Excellent troubleshooting and problem-solving abilities.
• Customer service orientation with a positive attitude.
• Ability to work in a fast-paced, multilingual environment.

Education & Certifications:

• Diploma or degree in Information Technology, Computer Science, or related field.

Driving License:

Required

Languages:

English

Apply for this position:

To apply for this position kindly email your resume at: rammohan@alphadxb.com