Application Support Engineer

3 days ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Dicetek LLC Full time
Roles and responsibilities

We are looking for a motivated L1 Application Support Engineer to provide frontline support for our suite of business-critical applications. The ideal candidate will have foundational knowledge in software applications and systems, excellent problem-solving skills, and experience with key monitoring and support tools like SolarWinds, Dynatrace, ServiceNow, and Nexthink.
Key Responsibilities

  • 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.

Required Qualifications

  • Experience: 1-3 years in application support or IT support roles.
  • Technical Skills: Understanding of software applications and troubleshooting techniques.
  • Tools: Experience with monitoring tools like SolarWinds, Dynatrace, Nexthink, and incident management systems like ServiceNow.
  • Troubleshooting & Problem-Solving Skills: Ability to quickly analyze and resolve application issues.
  • Communication: Excellent communication skills for explaining technical concepts.

Preferred Qualifications

  • Familiarity with ITIL processes and cloud platforms (e.g., AWS, Azure).
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