Application Support Engineer

BlackStone eIT

Responsibilities

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.
\- 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.

\- 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.
\- 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.

BlackStone eIT · Dubai, United Arab Emirates · Full-time · Posted 2026-10-28