L2/L3 Application Support Engineer

4 days ago

Dubai, Dubai, United Arab Emirates ITExcellence Full time
  • Job Title: L2 / L3 Application Support Engineer
  • Location: Dubai, UAE
  • Experience: 4–7+ Years
  • Language: Arabic Mandatory

Key Responsibilities:

  • Application Support & Monitoring
  • Provide L2/L3 support for business-critical applications.
  • Monitor application performance, availability, and system logs.
  • Identify, troubleshoot, and resolve application-related issues within SLA.

Incident & Problem Management:

  • Handle incidents, service requests, and problems using ITSM/ticketing tools.
  • Perform root cause analysis (RCA) and implement permanent fixes.
  • Escalate issues to development or vendor teams when required.

User Support & Communication:

  • Provide on-site and remote support to end users.
  • Guide users through application usage, troubleshooting steps, and best practices.
  • Communicate clearly with stakeholders regarding issue status and resolution.

Application Maintenance & Deployment:

  • Support application deployments, upgrades, patches, and configuration changes.
  • Perform functional testing and validation after deployments.
  • Ensure proper version control and rollback procedures.

Database & Backend Support:

  • Execute basic SQL queries for data validation and issue analysis.
  • Support database backups, restores, and data integrity checks.
  • Coordinate with DBAs for performance and capacity issues.
  • Documentation & Knowledge Management
  • Create and maintain application support documentation, SOPs, and knowledge base articles.
  • Ensure accurate incident reports, change records, and audit documentation.

Technical Skills Required:

  • Strong experience in Application Support (L2/L3).
  • Knowledge of Windows/Linux environments.
  • Experience with ITSM tools (ServiceNow, Remedy, Jira, or similar).
  • Basic to intermediate SQL knowledge.
  • Understanding of APIs, logs, and application architecture.
  • Experience supporting ERP, CRM, or custom-built applications.

Required Qualifications:

  • Bachelor's Degree in Computer Science, IT, or related field.
  • 4–7+ years of relevant Application Support experience.
  • Strong analytical, troubleshooting, and communication skills.
  • Ability to work in shifts and handle high-priority incidents.

Preferred Skills:

  • Experience supporting ERP systems (Odoo, Oracle, SAP, etc.).
  • Exposure to Agile / DevOps environments.
  • Knowledge of scripting or automation is a plus.

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