L1 Application Support Engineer

Sapical Consulting Services Private Limited; Dubai; On-site; AED 110,000 - 170,000; Full time

Job summary

Sapical Consulting Services Private Limited in Dubai is seeking an L1 Application Support Engineer for an onsite assignment. You will monitor enterprise apps, perform initial triage, and resolve common user issues while coordinating with L2/L3 teams as needed.

Requirements include 3+ years of L1 experience, strong Arabic language skills, immediate joining or up to 15 days' notice, basic SQL, and ITIL familiarity. English/Arabic bilingual support is expected.

Qualifications

• 3+ years of recent, active L1 application support experience in enterprise software environments.
• Arabic-speaking candidates strongly preferred; Arabic nationals encouraged to apply.
• Immediate joiners preferred; up to 15 days notice acceptable.

Responsibilities

• Monitor enterprise web and mobile applications; provide rapid first-response and initial triage for incidents.
• Acknowledge, categorize, and prioritize tickets using ITIL tools.
• Perform initial log inspections, basic SQL queries, and analyze application server logs to isolate issues.
• Resolve standard user operational issues including password resets and access provisioning.
• Escalate complex issues with clear replication steps and logs to L2/L3 teams.
• Deliver courteous customer service in English and Arabic to end-users and stakeholders.

Skills

SQL querying

ITIL processes

Bilingual English/Arabic

Customer support

Tools

ServiceNow

Jira Service Desk

Job description

We are hiring an L1 Application Support Engineer for an onsite assignment in Dubai, UAE under a direct company/client arrangement. We are seeking candidates with 3+ years of recent, relevant application support experience. Arabic-speaking candidates (including Arabic nationals) are strongly preferred to support bilingual customer support and tier-1 ticket resolution.

Responsibilities:

• Monitor enterprise web and mobile applications, providing rapid first-response and initial triage for incoming user incidents.
• Acknowledge, categorize, and prioritize support tickets through ITIL tools (such as ServiceNow or Jira Service Desk).
• Perform initial log inspections, error code analysis, and run basic SQL queries to isolate database and transaction anomalies.
• Resolve standard user operational issues, password resets, access provisioning, and transaction re-triggers.
• Escalate complex, unresolved bugs to L2/L3 engineering teams with clear replication steps and diagnostic logs.
• Deliver professional, courteous customer service to end-users and internal stakeholders in English and Arabic.

Requirements:

• 3+ years of recent, active experience in L1 application support in enterprise software environments.
• Language: Arabic-speaking candidates strongly preferred; Arabic nationals are warmly encouraged to apply.
• Notice Period: Immediate joiners preferred; maximum 15 days notice acceptable.
• Comfort with SQL basic querying (SELECT, JOIN, filtering) and examining application server logs.
• Understanding of ITIL processes (Incident, Request, and Problem Management).
• current CTC, expected CTC