Application Support Engineer📣 Job Ad

About the Role

Tasheel Information Technology is seeking an Application Support Engineer to join our team in Riyadh, Saudi Arabia. This full-time role focuses on providing enterprise-level technical assistance to our customers. The ideal candidate will have 0-1 years of experience, demonstrating a foundational understanding of technical support principles and customer service.

Core Responsibilities

• Receive and document bug reports identified post-software installation.
• Perform various technical support functions, including program installation, troubleshooting, and demonstrations for on-site users.
• Research and identify effective solutions for software and hardware issues.
• Prioritize and manage multiple open issues concurrently to ensure timely resolution.

Customer Interaction and Issue Resolution

• Engage with customers to understand the root cause of technical problems by asking targeted questions.
• Guide clients through resolution steps via phone, email, or chat.
• Track computer system issues through to resolution, adhering to agreed time limits.
• Provide prompt and accurate feedback to customers regarding their reported issues.
• Escalate unresolved issues to appropriate internal teams, such as software developers.
• Follow up with clients to confirm full functionality of their IT systems post-troubleshooting.
• Maintain positive relationships with clients throughout the support process.

Documentation and Reporting

• Document reported bugs within the Software Development Bug Report Application, utilizing Lotus Notes.
• Ensure all reported issues are properly logged in the system.
• Prepare accurate and timely reports on support activities and issue statuses.
• Document technical knowledge, creating notes and manuals for future reference.
• Refer to internal databases or external resources to provide precise technical solutions.

Required Experience

• A minimum of 0-1 years of experience in an application support or technical support role.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, offering an opportunity to contribute to a dynamic technology environment focused on providing critical support to enterprise customers.