Application Support Engineer, L1

JOB TITLE

Application Support Engineer

JOB DESIGNATION

L1

JOB LOCATION

Plano, TX

JOB SUMMARY

The L1 Application Support Engineer provides first-level technical support for production applications across multiple projects. This role is responsible for ticket triage, initial troubleshooting, and resolution of known issues, ensuring adherence to service level agreements (SLAs) and operational procedures. The position serves as a critical point of contact between end users and technical teams, focusing on maintaining system stability, monitoring alerts, executing defined runbooks, and escalating complex issues to L2/L3 support teams when required. Success in this role requires strong analytical thinking, attention to detail, effective communication skills, and the ability to operate in a fast-paced, high-volume environment. Participation in shift-based coverage and on-call support may be required.

MAJOR DUTIES AND RESPONSIBILITIES

Incident & Request Management Triage incoming tickets, ensuring proper categorization, prioritization, and assignment Resolve standard L1 service requests, incidents, and known issues following defined procedures Escalate incidents to L2/L3 teams based on severity, impact, and escalation criteria Monitor and manage ticket queues to ensure SLA compliance for response and resolution times Document all troubleshooting steps, findings, and resolutions clearly within the ticketing system Troubleshooting & Support Perform initial troubleshooting, data collection, and analysis to identify issues Creation of basic queries or execute predefined queries and scripts to support issue investigation Provide end-user support by guiding users through troubleshooting steps and resolving technical issues Follow standard operating procedures (SOPs) and runbooks for incident resolution Monitoring & Production Support Monitor application performance, system alerts, and availability using monitoring tools Respond to alerts and correlate events with incidents to detect and address potential issues proactivelySupport production systems with a focus on system uptime, transaction accuracy, and service continuity Collaboration & Escalation Coordinate with L2/L3 support teams for timely resolution of complex issues Provide detailed information, logs, and observations to support escalation and root cause analysis efforts Support validation activities following deployments or releases as needed Knowledge & Documentation Maintain and update knowledge base articles for recurring issues and resolutions Contribute operational data and inputs to support reporting and continuous improvement efforts Ensure accurate and complete documentation of tickets for audit and knowledge-sharing purposes Collaborate with L2/L3 teams on RCA documentation Compliance & Data Handling Handle sensitive system and user data in accordance with organizational security and compliance requirements Adhere to defined operational processes and contractual service obligations Other Responsibilities Participate in shift-based support and on-call rotations as required Perform other related duties as assigned

REQUIRED SKILLS

Basic proficiency with Microsoft Office tools (Excel, Word, Outlook, Teams) Proficiency in SQL for querying and analyzing application data Experience with ITSM tools (FreshService or similar preferred) Familiarity with monitoring and alerting tools Strong analytical and problem-solving skills Excellent written and verbal communication skills Ability to follow structured processes and procedures

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Experience with incident management and ticketing systems Experience working with system monitoring tools Ability to work effectively in a fast-paced, high-volume environment Strong attention to detail and organizational skills

EDUCATION & EXPERIENCE

Bachelor of Business, Science, Industrial Engineering, or Technology Management degree preferred 1-3 years’ experience in application support

SUPERVISORY RESPONSIBILITIES

N/A

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud. Travel may be required #J-18808-Ljbffr ViaPlus by VINCI Highways