Position Title: L1
Experience Level: 1-3 Years
Location: [Abu Dhabi ]
Employment Type: Full-TimeNationality :UAE With Family BookRole Overview:
We are looking for a motivated L1 Application Support Engineer to provide frontline support for our suite of business-critical applications. The ideal candidate will have foundational knowledge in software applications and systems, excellent problem-solving skills, and experience with key monitoring and support tools like SolarWinds, Dynatrace, ServiceNow, and Nexthink.Key Responsibilities:
1. Monitoring & Incident Detection:
- Monitor application health, performance, and logs using tools like SolarWinds, Dynatrace, and Nexthink.
- Identify and report application errors and performance issues.
- Respond to alerts, ensuring prompt detection and escalation of critical issues.2. Application Support & Troubleshooting:
- Provide first-level support for application-related queries and issues.
- Use monitoring tools to analyze incidents, validate user inputs, and reproduce issues for troubleshooting.
- Perform preliminary troubleshooting, including reviewing error logs and supporting end-user queries.3. Incident Management & Resolution:
- Record incidents using ServiceNow, categorize, and prioritize based on severity and impact.
- Communicate updates with users and stakeholders until issues are resolved.
- Escalate unresolved or complex issues to L2 Application Support or Development teams.4. User Training & Assistance:
- Provide guidance on application functionalities and best practices.
- Assist with onboarding new users by creating training material or conducting sessions.5. Collaboration & Communication:
- Work closely with L2/L3 teams to support issue resolution.
- Communicate with development teams for deeper application issues.
- Participate in regular team meetings for continuous improvement.6. Documentation & Knowledge Base:
- Maintain documentation on standard operating procedures (SOPs), known issues, and resolutions.
- Update the knowledge base with FAQs and common troubleshooting steps.Required Qualifications:
- Experience: 1-3 years in application support or IT support roles.
- Technical Skills: Understanding of software applications and troubleshooting techniques.
- Tools: Experience with monitoring tools like SolarWinds, Dynatrace, Nexthink, and incident management systems like ServiceNow.
- Troubleshooting & Problem-Solving Skills: Ability to quickly analyze and resolve application issues.
- Communication: Excellent communication skills for explaining technical concepts.Preferred Qualifications:
- Familiarity with ITIL processes and cloud platforms (e.g., AWS, Azure).

Sundus Gulf