Technical Support Engineer

Intertec Systems; Dubai; Presencial; AED 60.000 - 110.000; Jornada completa

Descripción de la vacante

Intertec Systems is seeking a Technical Support Engineer – L1/L2 in Dubai to deliver application support across multiple business systems, including POS and ERP. You will handle incidents, perform troubleshooting, manage access, and coordinate with L3/vendor teams for complex issues.

The role requires hands-on problem solving, adherence to SLAs, and experience with Windows, SQL Server and ITSM tools. UAE-based on-site presence is expected.

Formación

• Bachelor's degree or diploma in a related field.
• Relevant technical certifications will be advantageous.
• Experience: 3 years in application support or IT service desk.

Responsabilidades

• Provide L1/L2 application support and incident management.
• Troubleshoot POS, ERP and ticketing system issues and configurations.
• Coordinate with L3 teams for complex problems and RCA.
• Perform basic SQL queries and ensure data integrity.
• Document changes, tests, deployments and knowledge base updates.

Conocimientos

ITSM tickets

L1/L2 support

SQL Server

Windows OS

Remote support tools

POS peripherals

Network troubleshooting

Active Directory

Incident management

Documentation

Educación

Bachelor's degree in CS/IT/CE

Herramientas

RDP

Dameware

NetOp

Descripción del empleo

Job Purpose

We are looking for an Technical Support Engineer – L1/L2 to provide application and technical support to business users across enterprise and industry-specific applications. The role will be responsible for incident handling, application troubleshooting, user support, application configuration, basic database support, POS/ticketing system support, system monitoring alerts and reports-based action and tracking, testing, deployment assistance, and vendor coordination. The position requires a hands-on support engineer who can independently resolve L1/L2 incidents, meet SLA requirements, identify recurring issues, perform root-cause analysis, and upscale complex issues to L3/OEM/vendor teams when required.

Qualification

Bachelor's degree/diploma in Computer Science, Information Technology, Computer Engineering or a related field.

Certification

Relevant technical certifications will be an advantage.

Experience

3 Years

Responsibilities

1. L1 Application Support

• Receive and manage application incidents and service requests through ITSM/ticketing tools, email, telephone/hotline and other approved support channels.
• Perform initial incident assessment, troubleshooting, categorization, prioritization and resolution.
• Provide first-level support to business users for application-related issues.
• Troubleshoot application access, login, user, configuration, transaction and operational issues.
• Perform user creation, modification, deletion, role assignment and access management.
• Provide remote and onsite support as required.
• Maintain clear and timely communication with users regarding incident status and resolution.
• Ensure incidents are logged, updated and closed with appropriate resolution details.
• Follow defined SLA, escalation and incident management processes.

2. L2 Application Support

• Perform detailed troubleshooting of application, client/server and integration-related issues.
• Analyze application errors, transaction failures, connectivity issues and configuration problems.
• Investigate recurring incidents and perform root-cause analysis (RCA).
• Validate application configurations and implement approved configuration changes.
• Perform application/client installation, upgrades, patches and deployment activities.
• Support application migrations, workstation/site deployments and post-deployment verification.
• Coordinate with L3 application teams, developers, infrastructure, network, database and OEM/vendor teams for complex issues.
• Provide technical inputs for problem management and continuous service improvement.

3. Application & Business-System Support

Support business applications such as:

• POS applications
• Ticketing and access-control systems
• Cinema/entertainment applications
• Membership and voucher systems
• ERP/business applications
• Biometric/access-control applications
• Other client-specific business applications

Experience with applications such as Vista POS, Semnox, Microsoft Dynamics NAV/Navision, Galaxy, Kidzoft, PADS4 and BioStar is relevant to this role.

4. POS & Transaction Support

• Support POS terminals and business transaction systems.
• Troubleshoot payment, transaction, pricing, product, discount, voucher and promotion-related issues.
• Configure products/items, pricing, discounts, promotions, packages and memberships where applicable.
• Support POS peripherals including:
• Printers
• Barcode scanners
• Card readers
• Biometric devices
• Other application-related peripherals.
• Troubleshoot POS/application connectivity and communication issues.

5. Database & SQL Support

• Perform basic to intermediate Microsoft SQL Server troubleshooting.
• Execute basic SQL queries for data validation and investigation.
• Troubleshoot application/database connectivity issues.
• Validate application transactions and database records.
• Coordinate with DBA teams for advanced database-related incidents.
• Maintain appropriate controls when handling production data.

6. Infrastructure & Connectivity Support

• Troubleshoot application-related TCP/IP, IP configuration, DNS, DHCP, VLAN and network connectivity issues.
• Validate required network ports and application/client-server communication.
• Troubleshoot workstation and application connectivity.
• Coordinate with Network and Infrastructure teams for issues outside the application support scope.

7. User & Access Management

• Create, modify and deactivate application users.
• Manage application roles and permissions.
• Support Active Directory user/computer administration where required.
• Perform user migration and access configuration.
• Ensure access-related incidents are handled according to approved security and access-control procedures.

8. Testing, Change & Release Support

• Support application testing, UAT and configuration validation.
• Prepare or execute application test scenarios as required.
• Support approved application changes, upgrades and patches.
• Perform post-change validation.
• Assist with deployment and release activities.
• Document changes and maintain appropriate support records.

9. Monitoring & Preventive Support

• Monitor application availability and operational health.
• Identify recurring or potential application issues.
• Perform routine health checks where applicable.
• Maintain application support documentation and knowledge articles.
• Recommend improvements to reduce recurring incidents and business disruption.

10. Incident, Problem & SLA Management

• Manage incidents according to agreed SLA and ITSM processes.
• Prioritize incidents based on business impact and urgency.
• Escalate incidents within defined timelines.
• Track incidents through resolution and closure.
• Participate in problem management and RCA activities.
• Support continuous improvement of application support processes.
• Coordinate with application vendors, OEMs, software developers, infrastructure, network and database teams.
• Provide technical information, logs, screenshots and troubleshooting results during escalations.
• Follow up with vendors until resolution.
• Communicate incident progress and expected resolution timelines to stakeholders.
• Maintain professional communication with business users and client teams.

12. Documentation & Knowledge Management

• Prepare/update troubleshooting guides, FAQs and knowledge-base articles.
• Document known errors and standard resolution procedures.
• Maintain application configuration and support information.
• Ensure proper handover of unresolved or escalated incidents.

Mandatory

Technical Skill

• Application troubleshooting and support
• L1/L2 production support
• ITSM / Service Desk ticketing systems
• Incident and problem management
• SLA-based support
• Microsoft Windows
• Microsoft Office 365
• Microsoft SQL Server
• Basic SQL querying
• Application installation and configuration
• Network and connectivity troubleshooting
• TCP/IP, DNS, DHCP and basic VLAN concepts
• Active Directory
• Remote support tools such as RDP/Dameware/NetOp or equivalent
• POS and peripheral troubleshooting
• Application deployment and upgrade support
• Basic understanding of IT infrastructure and security

Experience with one or more of the following is advantageous

Stay up to date with insights from Intertec