L1/L2 Support/ Systems Application Developer

Confidential Company

We have three roles,

1. Systems/Application Developer

2. L2 Support Engineer ( Advanced Troubleshooting )

3. L1 Support

The 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 Support

  Key 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.