Application Support Engineer

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

Job summary

A technology services company in Dubai is seeking an Onsite L1 Applications Support Engineer to provide first-line support for enterprise applications. Responsibilities include incident resolution, service requests, and day-to-day user support to ensure smooth business operations. Candidates should have a Bachelor's degree in Computer Science and 1-3 years of application support experience. The role may require onsite presence and may involve shifts during weekends or holidays.

Qualifications

• 1–3 years of experience in application support or helpdesk roles.
• Basic understanding of web-based and enterprise applications.
• Familiarity with ITSM tools.

Responsibilities

• Act as the first point of contact for incidents and service requests.
• Perform initial diagnosis and resolution of application issues.
• Monitor and track incidents through the ticketing system.

Skills

Analytical and troubleshooting skills

Good communication skills

Ability to work independently

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Jira

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.