Application Support Engineer - Level 1 - TJ / 1842992
Skills
About This Role
Overview
Our client Infotech is looking for a Application Support Engineer - Level 1 in Riyadh
Infotech is seeking a dedicated Level 1 Support Engineer to join our technical support team, providing essential assistance to our clients primarily in the banking and financial sectors.
This role involves handling initial incident reports, managing ticketing systems, and delivering high-quality customer support to ensure seamless operation of Trade Finance applications such as Letters of Credit, Guarantees, and Collections.
The ideal candidate has a strong foundation in application support, basic networking, and technical documentation, and possesses a good understanding of incident management processes and service level agreements.
Although this role involves direct client interaction and troubleshooting, it does not include team management Responsibilities
The Level 1 Support Engineer will work closely with cross-functional teams to resolve technical issues promptly and efficiently using knowledge of TCP/IP, databases, middleware, and operating systems like Linux/Unix and Windows.
This role demands excellent communication skills and the ability to analyze problems using diagnostic tools and established procedures.
The engineer will play a vital role in maintaining system reliability and customer satisfaction by monitoring support requests and escalating unresolved issues to higher support tiers when necessary.
Continuous learning and adapting to new technologies within our Trade Finance workflow environment is an essential aspect of this position.
Responsibilities
- Provide first-level technical support for application issues related to banking and financial systems with a focus on Trade Finance workflows including Letters of Credit, Guarantees, and Collections.
- Manage and prioritize support tickets using ticketing systems to ensure timely resolution in alignment with service level agreements.
- Respond promptly to customer inquiries, troubleshoot technical problems, and document incident details accurately within support logs.
- Perform basic networking diagnostics including TCP/IP troubleshooting to identify and resolve connectivity and communication issues.
- Utilize technical documentation to assist customers and support teams in understanding and resolving common issues.
- Execute basic database queries and troubleshoot database-related incidents with knowledge of SQL to assist application stability.
- Monitor and analyze middleware and integration components such as message queues, APIs, and Web Services to facilitate seamless data communication.
- Operate and support applications within Linux/Unix and Windows environments to maintain system uptime and functionality.
- Follow incident management procedures, report incidents, and escalate complex problems to higher support levels or development teams as needed.
- Maintain awareness of support tools, system updates, and changes in application workflows to provide accurate and effective assistance.
- Collaborate with other technical teams to improve knowledge sharing and resolution processes.
- Contribute to the creation and updating of technical support documentation and knowledge base articles for internal and customer use.
- Adhere to company policies and maintain professionalism in all customer and technical interactions.
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