indeed
Technical Support Engineer
Intertec Systems
Dubai, UAE
Onsite
Discovered 2 weeks ago
Application troubleshooting and supportL1/L2 production supportITSM and ticketing systemsIncident and problem managementSLA-based supportMicrosoft Windows
Role Overview
Provide L1/L2 application and technical support to business users across enterprise and industry-specific applications.
Independently resolve support incidents, meet SLAs, identify recurring issues, perform root-cause analysis, and escalate complex cases when needed.
Key Skills for This Role
Application troubleshooting and supportL1/L2 production supportITSM and ticketing systemsIncident and problem managementSLA-based supportMicrosoft Windows
Full Job Posting
Role purpose
Provide L1/L2 application and technical support to business users across enterprise and industry-specific applications.
Independently resolve support incidents, meet SLAs, identify recurring issues, perform root-cause analysis, and escalate complex cases when needed.
Qualifications and experience
- Three years of experience.
- Bachelor's degree or diploma in Computer Science, Information Technology, Computer Engineering, or a related field.
- Relevant technical certifications are advantageous.
Mandatory technical skills
- Application troubleshooting and L1/L2 production support; ITSM ticketing; incident and problem management; SLA-based support.
- Microsoft Windows, Office 365, SQL Server, basic SQL, application installation and configuration, and client/server troubleshooting.
- TCP/IP, DNS, DHCP, basic VLAN concepts, Active Directory, remote support tools, POS and peripheral troubleshooting, and deployment or upgrade support.
- Basic understanding of IT infrastructure and security.
Application and user support
- Handle incidents and service requests, troubleshoot user and application issues, manage accounts and access, and document resolutions.
- Support POS, ticketing, access-control, cinema, membership, voucher, ERP, and other business applications.
- Troubleshoot transactions, payment, pricing, promotions, peripherals, connectivity, and application/database records.
Technical operations and improvement
- Support application configuration, installations, upgrades, patches, migrations, deployments, testing, UAT, changes, and releases.
- Monitor application health, investigate recurring issues, perform root-cause analysis, maintain documentation, and support continuous improvement.
- Coordinate with L3, developers, infrastructure, network, database, vendor, and OEM teams; track escalations through resolution.
Advantageous application experience
- Experience with one or more of Vista POS, Semnox, Microsoft Dynamics NAV/Navision, Galaxy, Kidzoft, PADS4, or BioStar is advantageous.
- Experience with cinema or ticketing applications, POS and payment systems, membership and ticketing platforms, or ERP/business applications is advantageous.
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