Application Support Specialist

ITWorx; Saudi Arabia; On-site; SAR 56,000 - 89,000; Full time

Job summary

ITWorx in Saudi Arabia is seeking an Applications Support Analyst to provide first-line support for business applications, log and prioritize tickets, and diagnose issues following established procedures.

You will collaborate with development, infrastructure, database and business teams, escalate where needed, monitor availability, perform health checks, maintain incident records, and ensure SLAs are met while supporting deployments and maintenance.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field.
• 0-3 years of experience in Application Support, Service Desk, or Technical Support.

Responsibilities

• Provide first-line technical and functional support for business applications.
• Receive, log, categorize, prioritize, and resolve support requests through the ticketing system.
• Diagnose and troubleshoot application issues following established procedures.
• Escalate unresolved incidents to Level 2 (L2) or relevant technical teams with complete documentation.
• Monitor application availability, performance, and system alerts.
• Perform routine health checks and operational support activities.
• Maintain accurate records of incidents, service requests, resolutions, and knowledge base articles.
• Communicate effectively with end users and provide timely updates on ticket status.
• Ensure compliance with agreed Service Level Agreements (SLAs) and operational procedures.
• Support application deployments, configuration changes, and scheduled maintenance activities when required.
• Collaborate with development, infrastructure, database, and business teams to resolve issues efficiently.
• Participate in shift rotations, on-call support, or weekend support when required by the service.

Skills

Analytical skills

Communication skills

Customer service

Work under pressure

Documentation

Team player

Willingness to learn

Education

Bachelor’s degree in CS/IT/IS or related field

Tools

ServiceNow

Jira

Job description

Key Responsibilities

• Provide first-line technical and functional support for business applications.


• Receive, log, categorize, prioritize, and resolve support requests through the ticketing system.


• Diagnose and troubleshoot application issues following established procedures.


• Escalate unresolved incidents to Level 2 (L2) or relevant technical teams with complete documentation.


• Monitor application availability, performance, and system alerts.


• Perform routine health checks and operational support activities.


• Maintain accurate records of incidents, service requests, resolutions, and knowledge base articles.


• Communicate effectively with end users and provide timely updates on ticket status.


• Ensure compliance with agreed Service Level Agreements (SLAs) and operational procedures.


• Support application deployments, configuration changes, and scheduled maintenance activities when required.


• Collaborate with development, infrastructure, database, and business teams to resolve issues efficiently.


• Participate in shift rotations, on-call support, or weekend support when required by the service.

Requirements

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field.


• 0-3 years of experience in Application Support, Service Desk, or Technical Support.

Required Technical Skills

• Basic understanding of databases and SQL.


• Basic knowledge of Windows and Linux operating systems.


• Familiarity with web applications, APIs, and client-server architecture.


• Understanding of ITIL Incident and Service Request Management concepts.


• Experience with ticketing systems such as ServiceNow, Jira, or similar is an advantage.


• Basic scripting knowledge (PowerShell, Bash, or Python) is a plus.

Soft Skills

• Strong analytical and problem-solving skills.


• Excellent communication and customer service skills.


• Ability to work under pressure and manage multiple priorities.


• Strong documentation and reporting skills.


• Team player with a willingness to learn.