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Job Description & How to Apply Below
Role Summary
We are hiring L1 Application Support Engineers to provide first-line support for a portfolio of enterprise business applications. Engineers handle user queries, perform basic triage, log tickets, and elevate to L2 specialists.
Key Responsibilities- Receive and log application incidents and service requests in the ITSM tool.
- Perform first‑touch triage: user account/access checks, basic configuration, password resets.
- Walk users through standard procedures and known‑issue resolutions.
- Maintain ticket quality: complete categorisation, clear notes, accurate priority.
- Escalate complex issues to L2 application engineers with full reproduction context.
- Contribute updates to the application knowledge base for recurring queries.
- Meet defined SLA, FCR, and CSAT targets.
- Diploma or Bachelor's degree in IT, CS, or equivalent.
- 2+ years in application support / service desk in an enterprise environment.
- Working knowledge of Windows, Microsoft 365, and Active Directory basics.
- Familiarity with ITSM ticketing (Service Now, BMC Helix, Jira SM).
- Native or fluent Arabic and fluent English — both non‑negotiable.
- Customer‑first attitude, patience, and clear communication.
- ITIL v4 Foundation.
- Exposure to one or more of:
Drupal, Dynamics CRM, Power Pages, File Net, Open Text, GIS. - Basic SQL for query‑based investigations.
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