Application L1 Support Engineer

Application L1 Support Engineer

Hello,
Greetings from Proztec Qatar! I hope everything is going well with you.

JOB DESCRIPTION

The Application L1 Support Engineer is responsible for providing first-level support for business applications, ensuring timely resolution of user issues and maintaining optimal system performance. The role focuses on handling tickets, monitoring application health, and ensuring quick response times to minimize business impact. The engineer will work closely with L2/L3 teams to escalate complex issues and ensure smooth application operations.

DUTIES & RESPONSIBILITIES

• Provide first-level (L1) support for applications and end users
• Monitor application performance and ensure system availability
• Log, track, and manage incidents using ticketing tools
• Ensure timely response and resolution in line with SLAs
• Perform initial troubleshooting and issue diagnosis
• Escalate complex issues to L2/L3 support teams when required
• Follow ITSM processes including Incident and Service Request Management
• Maintain accurate documentation of issues and resolutions
• Communicate effectively with users regarding issue status and updates
• Support routine checks, monitoring, and basic maintenance activities

SKILLS & ABILITIES

• Basic knowledge of application support and troubleshooting
• Hands-on experience with ticketing tools (ServiceNow, Jira, etc.)
• Understanding of ITIL-based support processes
• Good communication and user-handling skills
• Ability to work in a fast-paced support environment
• Strong attention to detail and problem-solving mindset

POTENTIAL BACKGROUND

• Minimum 4+ years of experience in Application Support / IT Support
• Experience in handling L1 support activities in enterprise environments
• Familiarity with application monitoring and incident handling
• Exposure to multi-application environments is an advantage

CERTIFICATIONS (MANDATORY/PREFERRED)

• ITIL v4 Foundation (Preferred)

LANGUAGE REQUIREMENT

• Arabic or Non-Arabic Speaker

WORK LOCATION

• Onshore – Qatar

SOFT SKILLS

• Strong communication and interpersonal skills
• Ability to handle users professionally and patiently
• Quick learner with a proactive attitude
• Ability to work under pressure and manage multiple tickets
• Strong sense of ownership and responsibility

If you’re interested or have relevant experience, feel free to share your updated CV.

Job Type: Full-time

Pay: QAR10,000.00 - QAR12,000.00 per month

Work Location: In person