About the Role
We are seeking an experienced Application Support Engineer to provide L2/L3 support for enterprise applications. This role involves incident management, troubleshooting, application monitoring, user access administration, database support, and coordination with technical teams to ensure application availability and timely incident resolution.
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Key Responsibilities
- Receive, log, categorize, prioritize, and track application incidents and service requests.
- Provide L2/L3 troubleshooting for application availability, performance, access, and backend processing issues.
- Diagnose application defects, database errors, integration issues, and connectivity problems.
- Perform root cause analysis and coordinate corrective actions with development and infrastructure teams.
- Manage incidents and problems in accordance with agreed SLAs and ITIL practices.
- Administer user access, roles, and permissions through Active Directory or Microsoft Entra ID.
- Perform SQL queries and support database troubleshooting where required.
- Monitor application performance and analyze logs using appropriate monitoring tools.
- Maintain incident records, knowledge base articles, and technical documentation.
- Coordinate with software vendors and technical teams on escalated issues.
- Support audits through access logs, evidence collection, and compliance documentation.
- Communicate with end users in Arabic and English and provide guidance on application issues.
Requirements
- 7+ years of experience in enterprise application support.
- Strong experience in L2/L3 application support and incident resolution.
- Knowledge of ITIL incident and problem management, SLA monitoring, and root cause analysis.
- Experience with ServiceNow, BMC Remedy, Jira, or similar ticketing tools.
- Experience with SQL Server, Oracle, MySQL, or similar relational databases.
- Familiarity with Active Directory, Microsoft Entra ID, and user access management.
- Experience with application monitoring and log analysis tools.
- Knowledge of Windows and Linux environments.
- Strong troubleshooting, analytical, and documentation skills.
- Professional communication skills in Arabic and English.
- Bachelor's degree in Computer Science, Information Systems, or a related field.
- ITIL Foundation certification.
- Microsoft Azure Fundamentals or equivalent cloud certification.
- Experience supporting enterprise applications in complex organizational environments.
- ServiceNow training or experience with enterprise application platforms is an advantage.
