Application Support Engineer / Helpdesk / L1 Support

ELLIOTT MOSS CONSULTING PTE. LTD.; Penarth; On-site; GBP 30,000 - 40,000; Full time

Job summary

A consulting firm in the UK is seeking a detail-oriented Application Support Engineer. This role involves providing first-level technical support, troubleshooting application issues, and managing incidents effectively. The ideal candidate will have over a year of experience in technical support, familiarity with ticketing systems, and strong communication skills. Candidates should be customer-focused and willing to deliver a high standard of service. Join a collaborative environment that values user-centric approaches and problem-solving capabilities.

Qualifications

• 1+ year of experience in technical support or application support roles.
• Strong problem-solving and analytical skills are required.
• Ability to work independently and manage priorities effectively.

Responsibilities

• Act as the first point of contact for users seeking technical assistance.
• Provide L1 application support based on project FAQs and support documentation.
• Log, track, and manage incidents using helpdesk tools.

Skills

Technical support experience

Problem-solving skills

Communication skills

Ticketing systems familiarity

Customer-focused mindset

Tools

ServiceNow

JIRA

Job description

We are looking for a detail-oriented and customer-focused Application Support Engineer to provide first-level technical support to end users. The role involves diagnosing, troubleshooting, and resolving application-related issues while ensuring timely escalation to L2/L3 support teams when required.

Key Responsibilities

• Act as the first point of contact for users seeking technical assistance via email or ticketing systems
• Provide L1 application support based on project FAQs, SOPs, and support documentation
• Diagnose and resolve common software and application issues within agreed SLAs
• Escalate complex or unresolved incidents to L2/L3 support teams with proper documentation
• Log, track, and manage incidents using helpdesk tools, ensuring accurate and complete records
• Assist in maintaining and updating support documentation, FAQs, and user guides
• Deliver a high standard of customer service with a user-centric approach

Requirements (Must-Have Skills)

• Minimum 1 year of experience in a technical support, application support, or helpdesk role
• Familiarity with ticketing/helpdesk systems (e.g. ServiceNow, JIRA or equivalent)
• Strong problem-solving and analytical skills
• Good communication and interpersonal skills
• Ability to work independently, manage priorities, and perform in a fast-paced environment
• Customer-focused mindset with attention to detail

Preferred Skills (Nice to Have)

• Exposure to ITIL-based support processes
• Basic understanding of enterprise applications or business systems
• Experience supporting users in a production or operational environment

Additional Information

• This role involves application support and incident management
• Training and knowledge transfer will be provided where applicable
• Candidates are assessed based on skills, experience, and job-related competencies in line with fair employment practices