Application Support Engineer (L1 Support)

Job Description

We are seeking a detail-oriented and customer-focused L1 Application Support Engineer to join our team and provide Level 1 technical support to our clients. As an L1 Application Support Engineer, you will be the first point of contact for clients and will be responsible for efficiently and effectively resolving their technical issues. Your strong communication skills, problem-solving abilities, and dedication to customer satisfaction will contribute to maintaining a positive client experience and ensuring the smooth operation of our products.

 

Responsibilities

  • Serve as the initial point of contact for clients seeking technical assistance, providing Level 1 support via phone, email, or Whatsapp.
  • Answer and log incoming support tickets, documenting all relevant information accurately and completely.
  • Assess and triage support requests to ensure timely and appropriate resolution.
  • Diagnose and resolve basic technical issues related to our products and services, following established troubleshooting steps and procedures.
  • Escalate complex or unresolved issues to Level 2 or 3 support teams, providing thorough and detailed troubleshooting steps and procedures.
  • Communicate effectively with clients to gather necessary information and provide updates on the status of their support tickets.
  • Provide exceptional customer service by maintaining a professional and friendly demeanour at all times.
  • Guide clients through basic troubleshooting steps and known issues, to contribute to the knowledge base and improve efficiency.
  • Collaborate with other support team members to share knowledge, discuss challenges, and improve overall support operations.
  • Collaborate with development teams to test, validate, and deploy application updates, patches, and bug fixes in UAT environments.
  • Stay updated on product features, enhancements, and industry trends to effectively address client inquiries and issues.
  • Identify recurring issues and contribute to the development of proactive measures to prevent or mitigate them.
  • Provide priority 1 issue support via phone or Whatsapp chat, and to be on-call support duties (24×7) as required based on team’s roster.

 

Qualifications

  • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent.
  • Prior experience in customer service, or similar technical support role is preferred.
  • Good knowledge of computer hardware, software and networking concepts.
  • Good understanding of customer loyalty program, eCommerce, SQL scripts, and experience in writing queries for database queries and troubleshooting. Experience with Microsoft SQL Server platform, MySQL, Oracle is preferred.
  • Familiarity with.NET framework and troubleshooting .NET applications.
  • Knowledge of web technologies such as HTML, CSS, and JavaScript.
  • Knowledge on software testing, automated tools for functional and regression tests is a plus.
  • Strong analytical and problem-solving skills with the ability to analyse and resolve simple technical issues.
  • Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely.
  • Empathy and patience when interacting with clients, even in high-pressure situations.
  • Strong organisational and time management skills, with the ability to prioritise and manage multiple support tickets simultaneously.
  • Ability to work independently and collaboratively within a team environment.
  • Proficiency in using support ticketing systems and remote support tools.
  • Knowledge of ITIL or relevant certifications is a plus.
  • Flexibility to work in shifts, including evenings, weekends, and holidays as per the company’s requirements.

 

*Interested candidates, kindly submit your updated CV to careers@ascentis.com.sg