Application Support Trainee📣 Job Ad

About the Role

Naseej is seeking an Application Support Trainee to join its team in Riyadh. This internship position is designed for individuals with 0-1 years of experience who are looking to commence their career in IT support. The role provides a structured environment to learn incident management, troubleshooting, and ITIL principles within a supportive and diverse team.

Role Purpose

The Application Support Trainee will assist the Application Support team by providing first-level technical and functional support for various business applications. This role focuses on gaining practical experience in enterprise software support, encompassing incident management, troubleshooting, user support, and service management processes.

Key Responsibilities

• Provide first-line support for application-related incidents and service requests.
• Log, categorize, and update support tickets within the designated ticketing system.
• Troubleshoot basic application issues and escalate complex cases to senior team members.
• Follow up with users to gather necessary information and provide status updates.
• Assist in testing application fixes and validating reported issues.
• Document incidents, solutions, and contribute to knowledge base articles.
• Support user account management and basic application configuration tasks.
• Monitor support queues to ensure timely ticket handling in accordance with defined SLAs.
• Participate in team meetings, training sessions, and continuous improvement initiatives.
• Learn and adhere to ITIL-based support processes and company procedures.

Learning and Development Opportunities

During this trainee program, participants will acquire hands-on experience and develop skills in several key areas, including:

• Enterprise Application Support
• Incident & Service Request Management
• Ticketing Systems
• Root Cause Analysis
• SQL Queries
• Application Monitoring
• Knowledge Management
• Customer Communication
• IT Service Management (ITIL)

Candidate Requirements

This internship is suitable for candidates with 0-1 years of professional experience. Applicants should demonstrate a strong interest in IT support, a foundational understanding of technical concepts, and a proactive approach to learning new systems and processes. The ability to communicate clearly and work effectively within a team is essential.

Work Setting

The Application Support Trainee will operate within a supportive and diverse team environment. This role is based in Riyadh, offering an opportunity to gain practical experience in a professional IT setting.