Application Support Engineer (L1)

We at Publicis Sapient, enable our clients to thrive in Next and to create business value through expert strategies, customer-centric experience design, and world-class product engineering. The future of business is disruptive, transformative and becoming digital to the core. In our 20 + years in IT, never before have we seen such a dire need for transformation in every major industry - from financial services to automotive, consumer products, retail, energy, and travel. To make this transformative journey a reality in these exciting times, we seek Rockstars who will: Brave it out to go do the next; what will be from what is Exhibit the optimism that says there is no limit to what we can achieve deeply-skilled, bold, collaborative, flexible Reimagine the way the world works to help businesses improve the daily lives of people and the world. Our people thrive because of the belief that it is both our privilege and responsibility to usher our clients and the world into Next. Our work is fueled by challenging boundaries, multidisciplinary collaboration, highly agile teams, and the power of the newest technologies and platforms. If thats you, come talk to us! This is the world-class engineering team where you should build your career We are looking for BSc Computer Science graduates to join our Level 1 Support team for Application, Cloud, and IT Infrastructure Support Services. This role provides a great entry point into enterprise-grade IT environments, with exposure to cloud platforms (AWS, Azure, GCP), Business Applications built for industrys Digital Business Transformations, Enterprise Platforms (Salesforce, Adobe EM, SAP, Financial Apps, etc), Gen-AI & AI/ML, and modern ITSM/observability tools (ServiceNow, Jira, New Relic, Dynatrace, ELK, Native Cloud Monitoring Tools, etc). You will gain hands-on experience in automation, scripting, and continuous improvement initiatives, with opportunities to grow into Cloud Engineer, SRE, or Application Support Engineer roles. JOB PURPOSE This position is to provide first-level technical and functional support for applications, platforms, and cloud environments, ensuring system reliability and proactive incident management. The role will monitor, triage, and resolve issues, while continuously working on automation and operational excellence. JOB RESPONSIBILITIES The Level 1 Application Support Engineer serves as the first line of defense in ensuring smooth operations and user experience for business applications and processes. Their responsibilities are focused on issue logging, basic troubleshooting, and user assistance, often acting as a bridge between users and higher-level support teams (L2/L3). Here are the core responsibilities of L1 Application Support Engineer: Initial Incident Handling Monitor service desk, email, chat, or ticketing tools for new incidents or requests. Log, classify, and prioritize issues as per defined SLAs. Perform basic diagnostics and triage (e.g., user errors, configuration issues). First-Level Troubleshooting Provide quick resolution for known issues using knowledge base (KB) articles or standard operating procedures (SOPs). Guide users through functional workflows (e.g., submitting a claim, approving a purchase order). Help resolve access-related issues (login, password reset, role assignment). User Communication and Guidance Acknowledge and update users regularly on ticket status. Educate users on system functionalities, known issues, and workarounds. Communicate scheduled maintenance, outages, or service restoration. Participate in incident resolution, change management, knowledge management, event management, problem management, and root cause analysis with cross-functional teams Escalation Management Escalate unresolved, complex, or high-priority issues to L2/L3 teams with appropriate context and logs. Ensure proper handoff with complete documentation to reduce duplication of effort. Monitoring and Alerts Monitor dashboards, alerts, and business process health reports for anomalies. Proactively report potential issues to relevant teams. Data Validation & Routine Checks Support routine checks for data consistency (e.g., daily reconciliation reports, queue monitoring). Assist in verifying transactions or workflows stuck due to business rule failures. Monitor SLA and Ensure SLA/KPI (under control of L1 team like incident response time) are met and collect/update data of it in required tools Documentation and Reporting Maintain/update SOPs and FAQs for recurring issues. Support continuous improvement initiatives Document resolved tickets and create knowledge base articles for future use. Generate basic metrics on ticket volume, resolution rates, and common user issues. Coordination with Business Users and IT Teams Serve as the first point of contact for business users. Collaborate with L2/L3 or platform teams for technical fixes or enhancements.

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, preparing our clients for what's next.