# Application Support Engineer

**Company:** [BlackStone eIT](https://jobs.workable.com/companies/tibAGcW55dzHFist5SpD3s.md)
**Location:** Dubai, United Arab Emirates
**Workplace:** on site
**Employment type:** Full-time
**Department:** Outsource

[Apply for this job](https://jobs.workable.com/view/64b50911-c9c5-4faa-9568-6b81d7e2b1e0)

## Description

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.