Job Summary:
We are seeking a highly skilled and motivated Senior Application Support Engineer. This role involves providing Level 1 and Level 2 support for variety of applications, including receiving, troubleshooting and resolving technical issues efficiently. The engineer at minimal should demonstrate strong technical knowledge, excellent problem-solving skills, and a excellent customer-facing capabilities.
Key Responsibilities:
Application Support:
- Provide Level 1 and Level 2 support for a range of applications, ensuring timely resolution of issues.
- Troubleshoot and diagnose application-related problems reported by end-users.
- Escalate complex issues to Level 3 support or development teams when necessary.
Incident Management:
- Monitor and manage incident queues, ensuring all tickets are addressed within SLAs.
- Document and track incidents, resolutions, and workarounds using the ticketing system.
- Conduct root cause analysis for recurring issues and implement permanent fixes.
User Assistance:
- Provide technical assistance and training to end-users on application functionalities.
- Respond to user queries via phone, email, and other communication channels.
- Create and maintain user guides, FAQs, and knowledge base articles.
System Monitoring:
- Monitor application performance and system health using various monitoring tools.
- Proactively identify potential issues and implement preventive measures.
- Perform regular system checks and maintenance tasks.
Collaboration:
- Work closely with development, infrastructure, and other IT teams to resolve application issues.
- Participate in cross-functional meetings to discuss and resolve technical challenges.
- Contribute to continuous improvement initiatives and projects.
Reporting:
- Generate and analyze support metrics and reports to identify trends and areas for improvement.
- Provide regular updates to management on support activities and application performance.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in application support, with at least 2 years in a senior role.
- Strong knowledge of application support methodologies and best practices.
- Proficiency in troubleshooting and resolving technical issues.
- Experience with ticketing systems (e.g., BMC, ServiceNow, Jira) and monitoring tools.
- Excellent communication and interpersonal skills (Arabic & English – both are a must)
- Ability to work independently and as part of a team.
- Strong analytical and problem-solving skills.
- Customer-focused with a commitment to providing high-quality support.
Required Technical Skills:
- Familiarity with ITIL processes and certification is a plus.