We are seeking an experienced Application Support Engineer to provide L2/L3 support for enterprise applications. The role involves incident management, troubleshooting, application monitoring, user access administration, database support, and coordination with technical teams to ensure application availability and timely incident resolution.
### Key Responsibilities
- Receive, log, categorize, prioritize, and track application incidents and service requests.
- Provide L2/L3 troubleshooting for application availability, performance, access, and backend processing issues.
- Diagnose application defects, database errors, integration issues, and connectivity problems.
- Perform root cause analysis and coordinate corrective actions with development and infrastructure teams.
- Manage incidents and problems in accordance with agreed SLAs and ITIL practices.
- Administer user access, roles, and permissions through Active Directory or Microsoft Entra ID.
- Perform SQL queries and support database troubleshooting where required.
- Monitor application performance and analyze logs using appropriate monitoring tools.
- Maintain incident records, knowledge base articles, and technical documentation.
- Coordinate with software vendors and technical teams on escalated issues.
- Support audits through access logs, evidence collection, and compliance documentation.
- Communicate with end users in Arabic and English and provide guidance on application issues.
Requirements
Requirements
- 7+ years of experience in enterprise application support.
- Strong experience in L2/L3 application support and incident resolution.
- Knowledge of ITIL incident and problem management, SLA monitoring, and root cause analysis.
- Experience with ServiceNow, BMC Remedy, Jira, or similar ticketing tools.
- Experience with SQL Server, Oracle, MySQL, or similar relational databases.
- Familiarity with Active Directory, Microsoft Entra ID, and user access management.
- Experience with application monitoring and log analysis tools.
- Knowledge of Windows and Linux environments.
- Strong troubleshooting, analytical, and documentation skills.
- Professional communication skills in Arabic and English.
Benefits
- Bachelor's degree in Computer Science, Information Systems, or a related field.
- ITIL Foundation certification.
- Microsoft Azure Fundamentals or equivalent cloud certification.
- Experience supporting enterprise applications in complex organizational environments.
- ServiceNow training or experience with enterprise application platforms is an advantage.
Skills Required
- 7+ years of experience in enterprise application support
- Strong L2/L3 application support and incident resolution experience
- Knowledge of ITIL incident and problem management, SLA monitoring, and root cause analysis
- Experience with ServiceNow, BMC Remedy, Jira, or similar ticketing tools
- Experience with SQL Server, Oracle, MySQL, or similar relational databases
- Familiarity with Active Directory, Microsoft Entra ID, and user access management
- Experience with application monitoring and log analysis tools
- Knowledge of Windows and Linux environments
- Strong troubleshooting, analytical, and documentation skills
- Professional communication skills in Arabic and English
- Bachelor's degree in Computer Science, Information Systems, or a related field
- ITIL Foundation certification
- Microsoft Azure Fundamentals or equivalent cloud certification
- Experience supporting enterprise applications in complex organizational environments
- ServiceNow training or experience with enterprise application platforms
What We Do
We are a global team who's passionate about transformative enterprise solutions & intelligent design. Our solutions and designs are out to reshape the way people interact with technology. BlackStone eIT supplies innovative solutions to automate and digitally transform human and information intensive processes. We empower breakthrough business results with smarter workflows, augmented business intelligence with AI insights, and through real-time situational awareness which all drive better business outcomes. BlackStone offers a portfolio of next generation solutions, tools, and technologies to be used as a platform to transform traditional organizations into modern smart organizations. Our solutions are designed to dramatically reduce operating costs, increase competitiveness, mitigate risk, boost internal productivity, improve the customer and employee experience, and to make the previously impossible, possible
