Application Technical Support Expert

4 days ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Dicetek LLC Full time

Dicetek LLC is seeking a highly skilled Application Technical Support Expert to provide frontline support for our business-critical applications. As an L1 Application Support Engineer, you will be responsible for monitoring application health, performance, and logs using various tools.

Responsibilities and Requirements:
  • Monitor application health, performance, and logs using tools like SolarWinds, Dynatrace, and Nexthink.
  • Identify and report application errors and performance issues.
  • Respond to alerts, ensuring prompt detection and escalation of critical issues.
  • Provide first-level support for application-related queries and issues.
  • Use monitoring tools to analyze incidents, validate user inputs, and reproduce issues for troubleshooting.
  • Perform preliminary troubleshooting, including reviewing error logs and supporting end-user queries.
  • Record incidents using ServiceNow, categorize, and prioritize based on severity and impact.
  • Communicate updates with users and stakeholders until issues are resolved.
  • Escalate unresolved or complex issues to L2 Application Support or Development teams.
  • Provide guidance on application functionalities and best practices.
  • Assist with onboarding new users by creating training material or conducting sessions.
  • Work closely with L2/L3 teams to support issue resolution.
  • Communicate with development teams for deeper application issues.
  • Participate in regular team meetings for continuous improvement.
  • Maintain documentation on standard operating procedures (SOPs), known issues, and resolutions.
  • Update the knowledge base with FAQs and common troubleshooting steps.

To be successful in this role, you should have 1-3 years of experience in application support or IT support roles, as well as technical skills in software applications and troubleshooting techniques. Experience with monitoring tools like SolarWinds, Dynatrace, Nexthink, and incident management systems like ServiceNow is also required.



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