Application Support Engineer

Dicetek LLC; Dubai; On-site; AED 167,000 - 257,000; Full time

Job summary

Dicetek LLC in Dubai is seeking an Application Support Engineer for the Delivery Team and Application Maintenance to support users with incidents, requests, and changes that meet business needs.

You will handle user issues, analyze functionality, ensure frontend and backend reliability, perform testing, document processes, and collaborate with development and client teams to drive improvements and timely resolutions.

Qualifications

• 4+ years proven IT experience performing hands-on software development roles.
• 8+ years of relevant work experience (preferred).
• Agile driven development experience.

Responsibilities

• Support application users through receiving issues and requests, investigate and resolve with updates.
• Perform analyses on software functionality and suggest improvements.
• Ensure effective front-end and back-end functionality of applications.
• Provide software application support under supervision of the Senior Engineer.
• Finish all assigned tasks with quality within the defined timebox.
• Conduct unit testing and integration testing, and fix bugs as needed.
• Consult with development teams, internal users, and clients to improve performance.
• Manage code migration across environments to ensure synchronized functionality.
• Identify root causes of errors, analyze defects, and escalate when needed.
• Maintain records of configuration changes and schedule updates.
• Document processes and monitor application performance metrics.
• Provide front-end support to clients and colleagues in other departments.
• Assign and review user access requests.
• Answer, evaluate, and prioritize requests for assistance from users.
• Keep notes on ticket progress and maintain related documentation.
• Gather problem information and guide users through diagnostics.
• Write and revise user instruction materials and backend documentation.
• Develop and report application support analysis including tickets and corrective actions.

Skills

Agile development

Job description

Application Support Engineer, for the Delivery Team and Application Maintenance, will work to support users for all the applications incident, requests and change that provide business need.

Responsibilities

• Support application users through receiving application issues and requests, investigate and resolve the issues and Provide user consistent updates on progress.
• Performing analyses on software application functionality and suggesting improvements.
• Ensuring effective front-end and back-end functionality of applications.
• Providing software application support under the supervision of the Senior Engineer.
• Finish all assigned tasks with quality within the defined timebox.
• Conducts unit testing and integration testing, executing the necessary bug fixing.
• Consulting with the software development team, internal users, and clients to improve application performance.
• Managing code migration across environments to ensure continued and synchronized functionality.
• Establishing the root causes of application errors, Analyse defects, follow up with vendor for corrective actions and escalating serious concerns to the Senior Engineer.
• Keeping a record of configuration changes and scheduling application updates.
• Documenting processes and monitoring application performance metrics.
• Providing front-end support to clients and colleagues in other departments.
• Assign and review of users access requests.
• Answer, evaluate, and prioritize requests for assistance from users
• Maintain updated notes on ticket progress within the system, and create/update history records and related problem documentation
• Collect information about problems and lead user through diagnostic procedures to determine source or error
• Collect information about problems and lead user through diagnostic procedures to determine source or error
• Write and revise user instruction materials relevant to supported user base along with backend process documentation and instructions
• Develop and report application support analysis reports including tickets details and corrective actions.

Work Experience Minimum

• 4+ years proven IT experience performing hands-on software development roles.

Preferred

• 8+ years of relevant work experience
• Agile driven development