Application Support Engineer

6 days ago


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

We are looking for a motivated L1Application Support Engineer to provide frontline support for oursuite of business-critical applications. The ideal candidate willhave foundational knowledge in software applications and systems,excellent problem-solving skills, and experience with keymonitoring and support tools like SolarWinds, Dynatrace,ServiceNow, and Nexthink.

KeyResponsibilities

  • Monitoring & IncidentDetection:
  • Monitor application health,performance, and logs using tools like SolarWinds, Dynatrace, andNexthink.
  • Identify and report applicationerrors and performance issues.
  • Respond toalerts, ensuring prompt detection and escalation of criticalissues.
  • Application Support &Troubleshooting:
  • Provide first-level supportfor application-related queries and issues.
  • Usemonitoring tools to analyze incidents, validate user inputs, andreproduce issues for troubleshooting.
  • Performpreliminary troubleshooting, including reviewing error logs andsupporting end-user queries.
  • IncidentManagement & Resolution:
  • Recordincidents using ServiceNow, categorize, and prioritize based onseverity and impact.
  • Communicate updates withusers and stakeholders until issues areresolved.
  • Escalate unresolved or complex issuesto L2 Application Support or Developmentteams.
  • User Training &Assistance:
  • Provide guidance on applicationfunctionalities and best practices.
  • Assist withonboarding new users by creating training material or conductingsessions.
  • Collaboration &Communication:
  • Work closely with L2/L3 teams tosupport issue resolution.
  • Communicate withdevelopment teams for deeper applicationissues.
  • Participate in regular team meetingsfor continuous improvement.
  • Documentation& Knowledge Base:
  • Maintaindocumentation on standard operating procedures (SOPs), knownissues, and resolutions.
  • Update the knowledgebase with FAQs and common troubleshootingsteps.
Desired candidate profile
  • Work closely with L2/L3 teams to support issueresolution.
  • Communicate with development teamsfor deeper application issues.
  • Participate inregular team meetings for continuousimprovement.
  • Documentation & KnowledgeBase:
  • Maintain documentation on standardoperating procedures (SOPs), known issues, andresolutions.
  • Update the knowledge base withFAQs and common troubleshooting steps.

RequiredQualifications

  • Experience: 1-3 years in applicationsupport or IT support roles.
  • Technical Skills:Understanding of software applications and troubleshootingtechniques.
  • Tools: Experience with monitoringtools like SolarWinds, Dynatrace, Nexthink, and incident managementsystems like ServiceNow.
  • Troubleshooting& Problem-Solving Skills: Ability to quickly analyze andresolve application issues.
  • Communication:Excellent communication skills for explaining technicalconcepts.

PreferredQualifications

  • Familiarity with ITIL processes andcloud platforms (e.g., AWS,Azure).
Key Skills
Application Engineering,ApplicationSupport,Software support
Employment Type: Full-time
Department / FunctionalArea: Engineering
Experience: years
Gender: Male
Vacancy: 1

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