Senior Enterprise App Support Engineer — L2/L3

Blackstone eIT; Dubai; Sur place; AED 180 000 - 240 000; Plein temps

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

L2/L3 support

Incident management

SQL queries

Active Directory / Entra ID

Application monitoring

Log analysis

Windows

Linux

Documentation skills

Arabic & English communication

Formation

Bachelor's degree in Computer Science or Information Systems

Outils

ServiceNow

BMC Remedy

Jira

SQL Server

Oracle

MySQL

Microsoft Entra ID

Description du poste

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.