Application Support Engineer

7 days ago

Dubai, Dubai, United Arab Emirates Sundus 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 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).
Desired candidate profile

1. TechnicalExpertise

  • SoftwareTroubleshooting : Ability to diagnose and resolveissues related to applications, including bugs, crashes, andperformance problems.
  • ProgrammingSkills : Knowledge of programming languages such asJava, Python, C#, or SQL for analyzing application behavior anddeveloping fixes.
  • DatabaseManagement : Familiarity with database systems likeMySQL, PostgreSQL, Oracle, or SQL Server for diagnosing issuesrelated to applicationdata.
  • OperatingSystems : Proficiency in working with variousoperating systems (e.g., Windows, Linux, macOS) to supportapplications in differentenvironments.

2.Application Support &Maintenance

  • IncidentManagement : Responding to and managing incidentsraised by users, ensuring that all issues are resolved in a timelymanner.
  • Root CauseAnalysis : Analyzing and identifying the root causesof application failures or performance issues to prevent futureoccurrences.
  • BugFixing : Applying patches or modifications to theapplication based on troubleshooting results and userfeedback.
  • SystemMonitoring : Continuously monitoring the performanceand health of applications to ensure optimalfunctionality.

3.Customer/End-UserInteraction

  • UserSupport : Providing first-line support for usersexperiencing issues, troubleshooting problems, and offeringsolutions or workarounds.
  • ClearCommunication : Explaining technical issues tonon-technical users in an understandable manner, and communicatingeffectively with internal teams orcustomers.
  • Documentation :Maintaining user manuals, FAQs, and internal knowledge bases toassist in resolving recurring issues and improve userexperience.

4. Incidentand ProblemManagement

  • TicketingSystems : Proficiency in using IT service managementtools (e.g., ServiceNow, JIRA, Zendesk) for tracking and managingincidents, service requests, and changemanagement.
  • EscalationProcess : Knowing when and how to escalate complexissues to senior engineers or developers for furtherinvestigation.
  • TimelyResolution : Managing service-level agreements (SLAs)and ensuring that issues are resolved within specified timeframes.

5. Testing andQualityAssurance

  • SoftwareTesting : Conducting functional and regressiontesting to ensure that applications work as expected after updates,patches, or fixes.
  • AutomationTools : Experience with automation tools (e.g.,Selenium, Jenkins) for testing and continuous integration ofapplications.
  • VersionControl : Familiarity with version control systemslike Git or SVN to track changes and ensure that software updatesare properly implemented.
Key Skills
ApplicationSupport,Application Issues,Engineering Mathematics
Employment Type : Full-time
Department / Functional Area: Engineering
Experience: years
Gender: Male
Vacancy: 1

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