Application Support Officer📣 Job Ad

About the Role

SIJIL is seeking a motivated and detail-oriented Application Support Officer to join our team in Riyadh, Saudi Arabia. This full-time position is designed for individuals with 0-1 years of experience looking to launch or advance their career in IT support, with a specific focus on business applications. As an Application Support Officer, you will play a crucial role in ensuring the smooth operation of our business applications by providing essential first and second-line support. You will be instrumental in troubleshooting, resolving issues, and maintaining application stability, contributing directly to the efficiency of our operations.

Key Responsibilities

• Provide first- and second-line support for business applications, ensuring timely responses to incidents and service requests within agreed Service Level Agreements (SLAs).
• Troubleshoot, diagnose, and resolve issues across .NET-based applications, escalating complex problems to development teams when necessary.
• Write, execute, and optimize SQL queries to investigate data discrepancies, generate essential reports, and support troubleshooting efforts.
• Proactively monitor application performance and system health, identifying and addressing potential issues before they impact users.
• Log, track, and manage all incidents and requests using a ticketing system, maintaining clear documentation and providing timely updates to stakeholders.
• Support application deployments, patch installations, and configuration changes in close coordination with development and infrastructure teams.
• Liaise effectively with end-users to understand their issues, communicate progress on resolutions, and confirm successful problem-solving.
• Maintain and update support documentation, knowledge base articles, and standard operating procedures to ensure consistent support practices.
• Participate actively in root cause analysis for recurring issues and contribute to continuous improvement initiatives aimed at enhancing application stability.

Qualifications and Requirements

• Possess a Bachelor's degree or diploma in Computer Science, Information Technology, or a closely related field.
• Have up to 2 years of experience in application support, technical support, or a similar role; recent graduates with relevant exposure are strongly encouraged to apply.
• Demonstrate hands-on experience with .NET applications, including troubleshooting, log analysis, and a basic understanding of application architecture.
• Exhibit working knowledge of SQL and relational databases, including the ability to write queries, understand joins, and perform basic troubleshooting; experience with Microsoft SQL Server is considered an advantage.
• Be familiar with incident management processes and the use of ticketing tools.
• Possess strong analytical and problem-solving skills with a keen attention to detail.
• Exhibit good communication skills and a dedicated customer-service orientation.

Required Skills

• .NET Application Support
• SQL Querying and Database Management
• Incident Management
• Ticketing Systems Proficiency
• Advanced Problem-Solving
• Effective Communication
• Customer Service Excellence
• ITIL Principles (Familiarity)
• Monitoring Tools (Basic Understanding)
• Application Logging Analysis
• Release and Deployment Processes (Awareness)

Work Environment and Details

This is a full-time position based in Riyadh, Saudi Arabia. The role is suitable for individuals with 0-1 years of experience, offering an opportunity to develop expertise in application support within a professional setting.