As a Technical Support Specialist for Applications at the company, you will play a crucial role in providing first- and second-level support for enterprise applications and business systems. Your key responsibilities will include:
- Troubleshooting application issues, identifying root causes, and providing timely resolutions.
- Managing support tickets, service requests, and incidents in accordance with Service Level Agreements (SLA).
- Coordinating with development, infrastructure, and vendor teams for issue escalation and resolution.
- Assisting users with functional queries, access-related issues, and training as required.
- Monitoring application performance, availability, and stability.
- Supporting application deployments, updates, patches, and configuration changes.
- Documenting issues, solutions, FAQs, and knowledge base articles.
- Analyzing recurring problems and providing recommendations for long-term fixes.
- Performing testing for new releases, enhancements, and integrations.
- Ensuring compliance with application security, data integrity, and access controls.
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Required Skills & Qualifications:
- Bachelor’s degree in computer science, IT, or a related field.
- 2–4+ years of experience in application support or technical support roles.
- Strong troubleshooting and analytical skills.
- Familiarity with business applications (ERP, CRM, HRMS, custom-built apps).
- Knowledge of SQL queries for basic data checks and issue analysis.
- Experience with ticketing systems (ServiceNow, Jira, Remedy, etc.).
- Good understanding of APIs, integrations, logs, and system monitoring.
- Excellent communication and customer service skills.
Preferred Qualifications:
- Experience with Microsoft Dynamics, Oracle, SAP, ServiceNow, or similar platforms.
- Basic scripting knowledge (PowerShell, Python) is a plus.
- ITIL certification preferred.
Language Requirements:
- Proficiency in English is preferred; additional languages may be advantageous.
Location: Riyadh, Saudi Arabia
Work Conditions: On-site, Full-time
