Application Support Engineer

JobItUs; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A technology services company in Dubai seeks a proactive Onsite L1 Applications Support Engineer to provide first-line support for enterprise applications. The role involves incident resolution, user support, and ensuring smooth operations in accordance with ITIL processes. Candidates should have 1-3 years of relevant experience, an IT-related degree, and familiarity with ITSM tools. Adaptability and strong analytical skills are essential for success in this dynamic environment.

Qualifications

• 1-3 years experience in application support or helpdesk roles.
• Basic understanding of web-based and enterprise applications.
• Familiarity with ITSM tools such as ServiceNow or Jira.
• Basic knowledge of databases and SQL is a plus.

Responsibilities

• Provide first-line support for enterprise applications.
• Monitor and track incidents through the ticketing system.
• Assist in user access provisioning and routine application maintenance.
• Document issue resolutions and support procedures.

Skills

Analytical skills

Troubleshooting

Communication skills

Interpersonal skills

Time management

Education

Bachelor's degree in Computer Science or Information Technology

Tools

ServiceNow

Jira

Office 365

Job description

Job Summary

We are seeking a proactive and detail-oriented Onsite L1 Applications Support Engineer to provide first-line support for enterprise applications. The candidate will be responsible for incident resolution, service requests, and day-to-day user support activities to ensure smooth business operations.

Key Responsibilities

• Act as the first point of contact for application-related incidents and service requests raised by end-users.
• Perform initial diagnosis, triage, and resolution of basic application issues.
• Escalate complex issues to L2/L3 support teams with clear documentation.
• Monitor and track incidents through the ticketing system (e.g., ServiceNow, Jira, etc.) to ensure timely resolution within SLAs.
• Assist in user access provisioning, configuration changes, and routine application maintenance tasks.
• Provide hands-on support for application installations, updates, and patches in coordination with IT.
• Document issue resolutions, FAQs, and support procedures for knowledge base.
• Coordinate with business users and technical teams for seamless incident handling.
• Participate in basic application testing during updates or releases.
• Support day-to-day operations and participate in daily health checks of key applications.
• Ensure adherence to ITIL processes and best practices.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 1–3 years of experience in application support or helpdesk roles.
• Basic understanding of web-based and enterprise applications.
• Familiarity with ITSM tools such as ServiceNow, Freshservice, or Jira.
• Strong analytical and troubleshooting skills.
• Good communication and interpersonal skills.
• Ability to work independently and prioritize tasks effectively.
• Basic knowledge of databases and SQL is a plus.
• Exposure to Windows OS, Office 365, and Active Directory.

Preferred Qualifications

• ITIL Foundation certification is an advantage.
• Experience in a similar onsite support role within [insert industry, e.g., BFSI, healthcare, etc.].
• Knowledge of SLA-driven environments.

Working Conditions

• Onsite presence required at client/user locations.
• May involve working in shifts, including weekends or public holidays, as per business needs.
• Must be adaptable to dynamic work environments and user expectations.