L1/L2 Support/ Systems Application Developer Confidential Company

Job DescriptionRoles & ResponsibilitiesWe have three roles,Systems/Application DeveloperL2 Support Engineer ( Advanced Troubleshooting )L1 SupportThe roles and responsibilities are as below,Systems/Application Developer Full Stack Development: Build high-quality, responsive web applications using frontend technologies (Angular 10+, React JS, TypeScript, HTML5, CSS3) and backend frameworks (.NET Core 3.1-8, Node.js).Arbor OM & iLink Proprietary Solutions: Customize and enhance iLink’s pre-created frameworks and solution accelerators, which may include Arbor OM (Order Management) or similar data-driven systems, to solve client-specific business challenges.Database & Data Management: Design and manage database schemas, write stored procedures (T-SQL), and optimize performance in SQL Server.System Integration & APIs: Develop and consume RESTful APIs/web services to integrate applications with other systems and data platforms.Cloud & Deployment: Implement and maintain CI/CD pipelines (Azure DevOps/Jenkins) and manage application deployment in cloud environments (Azure or AWS).Troubleshooting & Support: Perform bug fixing, debugging, and production environment monitoring to ensure high reliability, particularly for enterprise applications.L2 Support Engineer (Advanced Troubleshooting)Incident Management: Investigate, diagnose, and resolve complex application/system issues escalated from L1 support.Technical Troubleshooting: Perform in-depth investigations, including analyzing application logs, database queries, and system performance.Root Cause Analysis (RCA): Identify underlying issues, implement fixes or workarounds, and document solutions in the ticketing system.System Monitoring: Monitor application health and infrastructure performance to ensure high availability.Escalation & Collaboration: Collaborate with L3/development teams on bugs while communicating status updates to stakeholders.Documentation: Create and maintain knowledge base articles and troubleshooting guides.L1 SupportKey Responsibilities An L1 (Level 1) Back Office (BO) Support Agent provides initial administrative, technical, or operational support to ensure smooth business functioning. They serve as a "behind-the-scenes" frontline agent, processing data, resolving routine requests, and escalating complex issues to L2 support, acting as a bridge between internal teams and client-facing staff. Key Responsibilities · Ticket Management: Receive, log, acknowledge, and classify incoming requests, incidents, or alerts via email, chat, or ticketing systems (e.g., ServiceNow, Remedy). · Data Processing & Entry: Enter, update, and maintain accurate records in databases, CRM systems, or ERP software. · Routine Troubleshooting: Provide first-line fixes for basic issues such as password resets, account unlocking, software installation, or routine IT application support. · Documentation & Reporting: Prepare daily/weekly reports on operational metrics, process documentation (e.g., invoices, bills of lading), and maintain accurate filing systems. · Escalation: Route complex or unresolved problems to L2/L3 technical teams or managers. · Vendor/Internal Coordination: Coordinate with internal departments or external vendors to process orders, manage inventory, or request support. · System Monitoring: Monitor application health or server alerts to identify potential bottlenecks or failures.