L1 Application Support Specialist

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.

Operations & Services is a major part of the Business BU has a significant role to play in both the achievement of customer satisfaction and service delivery & assurance as defined in the annual business plans.

The Service Delivery & Assurance team offers installation and maintenance of a full range of complex and sophisticated solutions for Strategic Accounts, Commercial, Government & SME & SoHo customers and handles many complex Managed Solution including .

The L1 Application Support team is essential to service assurance as they ensure services are functioning properly and provide timely support to minimize downtime and prevent disruptions. They also identify and escalate issues to higher-level support teams, helping to maintain high service quality and customer satisfaction.

RESPONSIBILITIES

· Log incidents and provide first-level technical support to end-users regarding application issues or inquiries.

· Troubleshoot and resolve software and hardware problems related to the application.

· Providing software application support under the supervision of the Senior Engineer.

· Awareness of ITIL practices and industry standards. Logging, tracking, and managing incidents in a ticketing system

· Document and track support tickets, ensuring timely resolution and proper escalation if needed.

· Perform routine maintenance and upgrades to the application

· Monitor system performance and proactively identify potential issues or improvements.

· Collaborate with cross-functional teams, such as developers and system administrators.

· Collaborating with higher-level support teams or subject matter experts to escalate complex or critical issues for further investigation and resolution.

· Conduct user training and create user guides or documentation for the application.

· Participate in on-call rotations to provide after-hours support as needed.

· Sharing knowledge and best practices with team members to enhance overall technical expertise and improve support capabilities.

QUALIFICATION

· 2+ years of experience in technical support or a related field

· 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

· 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, HTTP)

· 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 management