Azure cloud services Engineer

Found in: beBee jobs QA - 3 weeks ago

Qatar Starlink ME Full time

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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