L1 Technical Support (Application Support)

About the role

We are looking for a passionate L1 Technical Support professional to join our Support Team within the Business Enablement Collective. In this first‑line role you will assist client employees with application issues, ensuring a smooth and efficient user experience.

Key responsibilities

• Provide first‑line technical support to client users via Jira, Slack and other communication channels.
• Troubleshoot and resolve software application issues, leveraging internal resources and technical knowledge.
• Document all support tickets accurately in Jira, tracking progress and ensuring timely resolution.
• Maintain and update knowledge‑base articles, procedures, known issues and FAQs.
• Collaborate with L2 support, business analysts, developers and other IT teams to address escalated or complex problems.
• Identify recurring issues, propose process improvements and contribute to preventive measures.

Required profile

• Passionate and experienced professional in L1 technical/application support.
• Strong foundation in technical troubleshooting and customer service.
• Ability to work collaboratively within a team‑oriented environment.

Required skills

• Experience with Jira ticketing system.
• Familiarity with Slack or similar communication tools.
• Application support and software troubleshooting.