Applications L1 Support Engineer
Byte Crew Technologies
Employer Active
Posted 1 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Key Responsibilities
- Receive and log application incidents and service requests in the ITSM tool.
- Perform first-touch triage: user account/access checks, basic configuration, password resets.
- Walk users through standard procedures and known-issue resolutions.
- Maintain ticket quality: complete categorisation, clear notes, accurate priority.
- Escalate complex issues to L2 application engineers with full reproduction context.
- Contribute updates to the application knowledge base for recurring queries.
- Meet defined SLA, FCR, and CSAT targets.
Required Qualifications
- Diploma or Bachelor's degree in IT, CS, or equivalent.
- 2+ years in application support / service desk in an enterprise environment.
- Working knowledge of Windows, Microsoft 365, and Active Directory basics.
- Familiarity with ITSM ticketing (ServiceNow, BMC Helix, Jira SM).
- Customer-first attitude, patience, and clear communication.
Preferred / Nice to Have
- ITIL v4 Foundation.
- Exposure to one or more of: Drupal, Dynamics CRM, Power Pages, FileNet, OpenText, GIS.
- Basic SQL for query-based investigations.
Desired Candidate Profile
- Diploma or Bachelor's degree in IT, CS, or equivalent.
- 2+ years in application support / service desk in an enterprise environment.
- Working knowledge of Windows, Microsoft 365, and Active Directory basics.
- Familiarity with ITSM ticketing (ServiceNow, BMC Helix, Jira SM).
- Native or fluent Arabic AND fluent English both non-negotiable.
- Customer-first attitude, patience, and clear communication.
Company Industry
- IT - Software Services
Department / Functional Area
- IT Software
Keywords
- Applications L1 Support Engineer
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Byte Crew Technologies
We are hiring L1 Application Support Engineers to provide first-line support for a portfolio of enterprise business/p>
applications. Engineers handle user queries, perform basic triage, log tickets, and escalate to L2 specialists./p>