Application Support

About the Role

Makro PRO is looking for a proactive and detail-oriented Application Support (L1) to join our IT Operations team. The role is responsible for providing first-level support for business applications, troubleshooting incidents, and ensuring system availability. The candidate will work closely with L2/L3 support and development teams to resolve issues efficiently and maintain service quality.

Responsibilities

• Provide first-level support for application-related issues and service requests
• Monitor application performance and system health (alerts, logs, dashboards)
• Perform incident triage, analysis, and initial troubleshooting
• Escalate complex issues to L2/L3 teams with proper documentation and logs
• Investigate issues using SQL queries, logs, and system monitoring tools
• Support API-related troubleshooting using tools such as Postman and Swagger
• Validate API requests/responses and assist in integration issue resolution
• Execute basic data validation and correction in databases when required
• Follow standard incident management and SLA processes
• Maintain proper documentation of issues, solutions, and known errors
• Participate in on-call support or shift rotation if required

Qualifications

• Bachelor's degree in Computer Science, IT, or related field
• 0-3 years of experience in Application Support / IT Support / Operations
• Basic knowledge of SQL (querying, joins, data validation)
• Familiarity with REST APIs and API testing tools (Postman, Swagger)
• Basic understanding of system architecture and integration concepts
• Strong analytical and problem-solving skills
• Good communication skills (written and verbal)
• Ability to work under pressure and meet SLA timelines

Technical Skills

• Database: SQL (SELECT, JOIN, basic troubleshooting)
• API Tools: Postman, Swagger
• Monitoring/Logs: Basic log analysis (application/server logs)
• Optional but a plus: Ticketing tools (ServiceNow, Jira, etc.)
• Knowledge of web applications (HTTP status codes, JSON, XML)

Additional Information

• Work arrangement: onsite
• Employment type: full-time