L1 Application Support Engineer

منذ 2 أيام

dubai, الإمارات العربية المتحدة Sapical Consulting Services Private Limited دوام كامل

We are hiring an L1 Application Support Engineer for an onsite assignment in Dubai, UAE under a direct company/client arrangement. We are seeking candidates with 3+ years of recent, relevant application support experience. Arabic-speaking candidates (including Arabic nationals) are strongly preferred to support bilingual customer support and tier-1 ticket resolution.

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