Azure cloud services Engineer
Found in: beBee S QA - 3 weeks ago
L1 Application Support Engineer
Responsibilities
- The Application Support Engineer is responsible to provide technical support and assistance to end-users or
customers who are experiencing issues with software applications.
- They are responsible for creating tickets, performing first level troubleshooting, diagnosing, and resolving software related problems, as well as documenting and escalating issues when necessary.
- L1 Application Support Engineers play a crucial role in ensuring the smooth operation and functionality of various
software applications.
- Providing technical support: Assisting end-users to diagnose the network/application level issues and to log an
incident ticket for further troubleshooting. Providing software application support under the supervision of the
Senior Engineer.
- Incident management: Awareness of ITIL practices and industry standards. Logging, tracking, and managing
incidents in a ticketing system, ensuring timely resolution and proper documentation.
- Escalation management: Collaborating with higher-level support teams or subject matter experts to escalate complex
or critical issues for further investigation and resolution.
- Communication: Effective bilingual (English & Arabic) communication with end-users or customers to understand
their concerns, provide updates on issue progress, and offer solutions or workarounds.
- Documentation: Documenting processes and monitoring application performance metrics. Maintaining accurate
records of incidents, troubleshooting steps, and resolutions for future reference and knowledge sharing.
- Continuous improvement: Performing analyses on software application functionality and suggesting improvements.
Consulting with the senior software development team, internal users, and clients on process improvements or
enhancements to prevent future incidents.
- Collaboration: Collaborating with cross-functional teams, such as developers or system administrators, to resolve
complex issues or implement changes.
- Adherence to SLAs: Ensuring that incidents are responded and resolved within agreed-upon Service Level
Agreements (SLAs) to meet customer expectations. Ensuring effective front-end and back-end functionality of
applications
- Knowledge sharing: Sharing knowledge and best practices with team members to enhance overall technical expertise
and improve support capabilities.
Qualifications
- A bachelor's degree in software engineering, computer science, information technology, information systems,
computer engineering, or similar.
- Good understanding of ITIL frame work: Preferably ITIL foundation certified.
- Azure Az 900 Trained or Certified
- 2+ years of experience in technical support or a related field
- Experience troubleshooting software applications and identifying root causes of issues
- Familiarity with ticketing systems and incident management processes
- Knowledge of operating systems (e.g. Windows, Linux) and databases (e.g. SQL Server, Oracle)
- Understanding of networking concepts and protocols (e.g. TCP/IP, DNS,
- Exceptional communication skills in English & Arabic to effectively communicate technical information to non technical users.
- Experience collaborating with cross-functional teams, such as developers or system administrators
- Knowledge of ITIL framework or other service management methodologies is a plus
- Ability to work in a fast-paced environment and handle multiple priorities simultaneously
- Willingness to work outside of regular business hours when necessary (e.g. on-call support)
- Knowledge in data center Application Management and cloud environment managemen
Job Type: Full-time
Application Question(s):
- Visa type (company, Family, hayya, others)?
- Do you have NOC from your sponsor?
- How long is your Notice Period?
- What is your CURRENT/LAST salary range?
- What is your EXPECTED salary range?
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