Application Support Engineer

BlackStone eIT; Dubai; Presencial; AED 180.000 - 240.000; Jornada completa

Descripción de la vacante

Blackstone eIT is seeking an experienced Application Support Engineer to provide L2/L3 support for enterprise applications in Dubai. You will handle incident management, troubleshooting, monitoring, user access administration, and coordination with development and infrastructure teams to ensure high availability.

You will communicate with end users in Arabic and English, maintain logs and documentation, and contribute to audits and knowledge base articles.

Formación

• 7+ years of experience in enterprise application support.
• Strong experience in L2/L3 incident resolution and ITIL practices.
• Experience with ServiceNow, BMC Remedy, or Jira.
• Experience with SQL databases (SQL Server, Oracle, MySQL).
• Proficient in Active Directory or Entra ID and user access management.
• Fluent in Arabic and English for end-user communication.
• Bachelor's degree in Computer Science or Information Systems; ITIL Foundation and Azure Fundamentals certifications are a plus.

Responsabilidades

• Receive, log, categorize, prioritize, and track application incidents and service requests.
• Provide L2/L3 troubleshooting for availability, performance, access, and backend processing issues.
• Diagnose 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 per SLAs and ITIL practices.
• Administer user access, roles, and permissions through AD/Entra ID.
• Perform SQL queries and support database troubleshooting.
• Monitor application performance and analyze logs with monitoring tools.
• Maintain incident records, knowledge base articles, and documentation.
• Coordinate with vendors and technical teams on escalated issues.
• Support audits through access logs and compliance documentation.
• Communicate with end users in Arabic and English and provide guidance on issues.

Conocimientos

L2/L3 support

Incident management

SQL queries

Active Directory / Entra ID

Application monitoring

Log analysis

Windows

Linux

Documentation skills

Arabic & English communication

Educación

Bachelor's degree in Computer Science or Information Systems

Herramientas

ServiceNow

BMC Remedy

Jira

SQL Server

Oracle

MySQL

Microsoft Entra ID

Descripción del empleo

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.

Requirements

• - 7+ years of experience in enterprise application support.
• - Strong experience in L2/L3 application support and incident resolution.
• - Knowledge of ITIL incident and problem management, SLA monitoring, and root cause analysis.
• - Experience with ServiceNow, BMC Remedy, Jira, or similar ticketing tools.
• - Experience with SQL Server, Oracle, MySQL, or similar relational databases.
• - Familiarity with Active Directory, Microsoft Entra ID, and user access management.
• - Experience with application monitoring and log analysis tools.
• - Knowledge of Windows and Linux environments.
• - Strong troubleshooting, analytical, and documentation skills.
• - Professional communication skills in Arabic and English.
• - 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.