Application Support Specialist

ITWorx; Saudi Arabia; On-site; SAR 60,000 - 90,000; Full time

Job summary

ITWorx is seeking an early-career Application Support professional to provide first-line support for business applications. You will log and prioritize tickets, diagnose issues, and collaborate with cross-functional teams to resolve incidents.

The role requires a foundational understanding of databases, Windows and Linux, ITIL concepts, and experience with ticketing tools like ServiceNow or Jira. Fresh graduates are welcome to apply and develop under guidance.

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.
• Fresh graduates with strong technical knowledge are encouraged to apply.

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.

Skills

Analytical thinking

Problem solving

Communication skills

Customer service

Documentation & reporting

Education

Bachelor's degree in Computer Science / Information Technology / Information Systems

Tools

ServiceNow

Jira

PowerShell / Bash / Python

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.
• Fresh graduates with strong technical knowledge are encouraged to apply

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.