L1 Application Support Engineer
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Responsibilities:
- Monitor enterprise web and mobile applications, providing rapid first-response and initial triage for incoming user incidents.
- Acknowledge, categorize, and prioritize support tickets through ITIL tools (such as ServiceNow or Jira Service Desk).
- Perform initial log inspections, error code analysis, and run basic SQL queries to isolate database and transaction anomalies.
- Resolve standard user operational issues, password resets, access provisioning, and transaction re-triggers.
- Escalate complex, unresolved bugs to L2/L3 engineering teams with clear replication steps and diagnostic logs.
- Deliver professional, courteous customer service to end-users and internal stakeholders in English and Arabic.
Requirements:
- 3+ years of recent, active experience in L1 application support in enterprise software environments.
- Language: Arabic-speaking candidates strongly preferred; Arabic nationals are warmly encouraged to apply.
- Notice Period: Immediate joiners preferred; maximum 15 days notice acceptable.
- Comfort with SQL basic querying (SELECT, JOIN, filtering) and examining application server logs.
- Understanding of ITIL processes (Incident, Request, and Problem Management).
- current CTC, expected CTC
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