IT Application Support Administrator I

About HungerStation

HungerStation is a part of the Delivery Hero Group, a global local delivery platform operating in approximately 65 countries. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017. HungerStation focuses on delivering a fast, easy, and exceptional experience directly to customers.

Job Summary

The IT Application Support Administrator I is responsible for the implementation, configuration, maintenance, and support of HungerStation’s IT applications and systems. This full-time role, based in Riyadh, Saudi Arabia, involves providing technical assistance to end-users, ensuring the reliable operation of IT applications, and supporting the timely resolution of incidents and service requests. The position serves as a primary contact for application-related support, contributing to smooth IT operations and minimizing business disruption.

Key Responsibilities

• Manage daily application support activities, respond to operational requests, troubleshoot technical issues, and provide assistance to various user groups in accordance with SLAs and IT processes.
• Investigate, troubleshoot, and resolve incidents, aiming to restore services quickly, often at the First Point of Contact (FPOC). Monitor, track, update, and escalate tickets when issues cannot be resolved within the required timeframe.
• Provide support for desktop applications, workstations, and internal IT systems, ensuring efficient issue resolution with minimal disruption. Proactively identify recurring problems and their root causes to prevent future incidents.
• Research and identify solutions for application and software-related issues, communicating effectively with end-users to understand problems. Guide users through troubleshooting steps and assist with IT application setup and technical issue resolution.
• Escalate issues to appropriate internal teams (*, software development, infrastructure) when direct resolution is not possible. Prioritize and manage multiple open incidents and requests, maintaining communication with affected users.
• Install, configure, monitor, and maintain IT applications and computer systems. Support the rollout of new systems and internal applications, and assist with patches and anti-virus deployment.
• Accurately record and maintain all IT requests, incidents, and support activities within the designated ticketing system. Create and maintain application documentation, process workflows, technical notes, and user manuals, ensuring updates with system changes.
• Contribute technical documentation and specifications to support the planning, implementation, enhancement, or upgrade of IT applications and systems. Collaborate with IT team members to ensure knowledge is documented and accessible.

Governance and Collaboration

The role requires adherence to all relevant company and IT policies, procedures, and service standards to ensure consistent and effective daily operations. The IT Application Support Administrator I will contribute to identifying opportunities for continuous improvement in IT support processes to enhance service quality, efficiency, and user experience. This position involves close collaboration with internal stakeholders across HungerStation, including employees, IT Operations, Technology teams, and other relevant departments. Communication with external partners, vendors, and service providers may also be required for issue resolution.

Qualifications and Requirements

• One to two years of relevant experience in IT application support, IT helpdesk, system administration, technical support, or a related field.
• Strong understanding of IT troubleshooting and problem-solving, with the ability to investigate issues, identify solutions, and implement practical workarounds. Creative and analytical thinking is essential for identifying alternative solutions.
• Ability to work effectively under pressure, manage multiple requests simultaneously, and prioritize tasks based on business impact and urgency.
• Strong communication and customer-service skills for interacting with end-users and internal stakeholders.
• A Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related technical field is required.