Application Support Engineer

Leader Group; Medina; On-site; SAR 60,000 - 80,000; Full time

Job summary

A leading technology solutions provider in Saudi Arabia is seeking a Technical Support Specialist to provide hands-on support for deployed applications and systems. This role requires 3-5 years of experience in technical support, system maintenance, or related fields. The ideal candidate will possess strong troubleshooting skills, proficiency in Power BI, and the ability to collaborate with clients effectively. This position offers a dynamic work environment focused on service excellence and user satisfaction.

Qualifications

• 3-5 years of experience in technical support or a related role.
• Prior experience with enterprise applications and BI/reporting platforms preferred.

Responsibilities

• Provide hands-on technical support for deployed applications and systems.
• Monitor system performance and resolve application issues.
• Collaborate with project teams during deployment phases.
• Serve as a technical point of contact for clients.
• Generate detailed reports on system performance and incidents.
• Assist in the design and deployment of BI dashboards.

Skills

Technical Troubleshooting

System & Network Administration

BI & Data Analytics

Client Communication

Work Ethic

Education

Bachelor’s degree in Computer Science, Information Technology, or a related technical discipline

Tools

Power BI

Microsoft Excel

SQL Server Reporting Services (SSRS)

Monitoring and diagnostic tools

Incident / ticketing systems

Job description

<3>Roles & Responsibilities (R&R)

1. On-Site Technical Support

• Provide hands-on, on-site technical support for deployed applications and systems to ensure uninterrupted service.
• Perform daily system maintenance, health checks, and routine diagnostics to maintain system stability and operational efficiency.

2. System Monitoring & Issue Resolution

• Monitor system performance using diagnostic tools; proactively detect and address performance bottlenecks and technical issues.
• Troubleshoot and resolve application and system errors promptly to minimize downtime.

3. Implementation Collaboration

• Collaborate with project teams during deployment phases to ensure seamless implementation and user adoption.
• Validate deployed solutions against client requirements and functional specifications.

4. Client Support & Escalation

• Serve as the primary technical point of contact for clients, addressing technical inquiries and ensuring user satisfaction.
• Escalate unresolved or critical issues to appropriate Tier‑2 / Tier‑3 support with thorough documentation and tracking.

5. Reporting, Documentation & Knowledge Transfer

• Generate detailed reports on system performance, incidents, and resolutions for both internal teams and clients.
• Maintain up-to-date documentation, including SOPs, technical references, and user guides.
• Conduct user training sessions and internal knowledge transfers on system functionality and troubleshooting procedures.

6. BI Dashboards & Reporting Support

• Assist in the design, configuration, and deployment of interactive BI dashboards and automated operational reports.
• Collaborate with business teams to gather reporting requirements and convert them into actionable data visualizations.
• Perform data validation, ensure integrity, and derive insights from complaint trends, contractor performance, and SLA metrics.
• Provide user support for Power BI and other visualization tools (e.g., Tableau, Qlik) integrated with IMS or enterprise databases.
• Monitor report refresh cycles, troubleshoot errors, and optimize dashboard performance.

Qualifications

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related technical discipline.

Experience

• 3–5 years of experience in technical support, system maintenance, or a related role.
• Prior experience with enterprise applications and BI / reporting platforms is highly preferred.

Skills

1. Technical Troubleshooting

• Skilled in analyzing application logs, tracing errors, and performing root cause analysis.
• Strong critical thinking and problem‑solving abilities to resolve complex technical issues.

2. System & Network Administration

• Experience with software patching, configuration, system tuning, and upgrades.
• Working knowledge of network protocols, systems integration, and relational database management.

3. BI & Data Analytics

• Proficiency in Power BI, DAX expressions, and dashboard customization.
• Familiarity with data modeling, SQL queries, and performance optimization.
• Ability to manage live dashboards, scheduled reporting, and data monitoring.

4. Client Communication

• Strong interpersonal skills for effective collaboration with end‑users, stakeholders, and vendors.
• Capable of simplifying technical concepts for non‑technical audiences.

5. Tools & Platforms

• Monitoring and diagnostic tools
• Incident / ticketing systems (IMS or similar)
• Reporting tools: Power BI, Microsoft Excel, SQL Server Reporting Services (SSRS)

6. Work Ethic

• Ability to work independently under pressure, manage priorities, and handle multiple tasks simultaneously.