Description
We are seeking a dedicated L1 Application Support Engineer to join our Service Delivery & Assurance team. In this role, you will be the first point of contact for end-users, providing essential technical support for our QHIS software application. Your primary responsibilities will include logging incidents, performing first-level troubleshooting, and resolving software-related problems to ensure minimal downtime. You will meticulously document and track all support tickets, escalating complex issues to higher-level support teams when necessary. This position is crucial for maintaining high service quality and customer satisfaction by ensuring the smooth operation of our applications. You will collaborate with cross-functional teams, contribute to user documentation, and participate in on-call rotations to provide comprehensive support.
Requirements
1. A bachelor's degree in software engineering, computer science, information technology, or a similar field.
2. 2+ years of experience in a technical support or application support role.
3. Demonstrated experience troubleshooting software applications and identifying root causes.
4. Proficiency with ticketing systems (e.g., Jira, ServiceNow) and incident management processes based on ITIL.
5. Solid knowledge of operating systems (Windows, Linux) and databases (SQL Server, Oracle).
6. Understanding of fundamental networking concepts and protocols (TCP/IP, DNS, HTTP).
7. Exceptional communication skills, with professional fluency in both English and Arabic.
8. Knowledge of data center application management or cloud environments like Azure.
Desirable
1. ITIL Foundation certification.
2. Azure AZ-900 Trained or Certified.
3. Experience creating user training guides and technical documentation.
4. Proven ability to collaborate effectively with developers and system administrators.
5. Experience working in a fast-paced environment and managing multiple priorities.