Application Support Engineer

We are seeking an experienced Application Support Engineer to provide L2/L3 support for enterprise applications. The 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. ### 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. Benefits - 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.

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.