IT Application Support Analyst

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 40,000 - 80,000; Full time

Job summary

An established industry player seeks a Support Analyst to lead business service support, ensuring system uptime and effective communication with business owners. This role involves hands-on troubleshooting, managing service-related issues, and collaborating with various teams to refine processes. With a focus on problem-solving and technical support in a Windows-based environment, this position offers a dynamic opportunity for those passionate about technology and customer service. Join a forward-thinking company where your contributions will enhance service delivery and improve user experience.

Qualifications

• Bachelor's degree in computer science or related field required.
• 2-4 years of experience in software support and troubleshooting.

Responsibilities

• Provide on-call support for business process owners.
• Oversee problem management to ensure maximum system uptime.
• Resolve incidents and service outages through troubleshooting.

Skills

Windows Support

Problem Solving

Communication Skills

Requirements Gathering

Technical Troubleshooting

Education

Bachelor's in Computer Science

Bachelor's in Information Technology

Tools

Windows Server

IIS

SQL Server

Job description

Job Purpose

The Support Analyst will act as the lead for their assigned business service, providing measurable statistics related to that service. The position will also facilitate regular communication with business owners regarding system issues. They will work closely with business owners to help prioritize issues, create SLAs, and organize maintenance windows. Additionally, they will serve as the first line of escalation for business owners.

Essential Duties

1. Provide on-call support for business process owners.
2. Oversee the problem management process to ensure maximum system uptime.
3. Maintain regular communication with business owners on service-related issues.
4. Resolve incidents and service outages promptly through hands-on troubleshooting.
5. Perform Level 3 technical troubleshooting for all assigned services.
6. Collaborate with development, support levels 1 and 2, and engineering teams to design and refine processes, procedures, and delivery mechanisms.
7. Coordinate activities related to minor technology projects for specific business units.
8. Monitor maintenance activities, ensuring system quality and integrity.
9. Leverage applications to gain a competitive advantage.

Management & Department Responsibilities

1. Oversee all aspects of assigned services, including system access and backend servers, working across IT departments to ensure system uptime.
2. Proactively communicate with business owners regarding their technology requests.
3. Participate in testing basic system functionalities before handover to the business.
4. Coordinate activities for minor project deliverables.
5. Provide and create support documentation, ensuring accuracy and completeness.
6. Assist users with requirements gathering and documentation.
7. Provide on-call support as needed.
8. Participate in lab tests and simulations to identify issues and test fixes, patches, and upgrades.

Education

1. Bachelor’s degree in computer science, information technology, or a related field.
2. Strong technical skills, including knowledge of application development and support methodologies.
3. Minimum age of 21.

Experience

1. Bachelor's degree in computer science, business administration, engineering, or a related discipline with an IT focus; certifications are a plus.
2. Two to four years of broad-based information systems and business experience, preferably including software support, troubleshooting, and testing applications; customer service experience is highly desirable.
3. At least one year of experience in a business unit, demonstrating sensitivity and commitment to problem-solving.
4. Strong communication and customer service skills.

Skills / Knowledge

1. Hands-on support experience in Windows-based enterprise application environments.
2. Knowledge of Windows Server, IIS, and SQL Server.
3. Ability to manage multiple priorities effectively.
4. Problem-solving skills to resolve issues quickly and thoroughly.
5. Ability to gather requirements and perform analysis.
6. Excellent verbal and written communication skills, with a strong team orientation.
7. Ability to lead, follow, and collaborate within teams.
8. Ability to work independently with minimal supervision.
9. A team player with a desire to learn.