Applications L1 Support Engineer

Role Summary

We are hiring L1 Application Support Engineers to provide first-line support for a portfolio of enterprise business

applications. Engineers handle user queries, perform basic triage, log tickets, and escalate to L2 specialists.

Key Responsibilities

• Receive and log application incidents and service requests in the ITSM tool.
• Perform first-touch triage: user account/access checks, basic configuration, password resets.
• Walk users through standard procedures and known-issue resolutions.
• Maintain ticket quality: complete categorisation, clear notes, accurate priority.
• Escalate complex issues to L2 application engineers with full reproduction context.
• Contribute updates to the application knowledge base for recurring queries.
• Meet defined SLA, FCR, and CSAT targets.
  
  
  

Required Qualifications

• Diploma or Bachelor's degree in IT, CS, or equivalent.
• 2+ years in application support / service desk in an enterprise environment.
• Working knowledge of Windows, Microsoft 365, and Active Directory basics.
• Familiarity with ITSM ticketing (ServiceNow, BMC Helix, Jira SM).
• Native or fluent Arabic AND fluent English — both non-negotiable.
• Customer-first attitude, patience, and clear communication.
  
  
  

Preferred / Nice To Have

• ITIL v4 Foundation.
• Exposure to one or more of: Drupal, Dynamics CRM, Power Pages, FileNet, OpenText, GIS.
• Basic SQL for query-based investigations.
  
  
  

How To Apply

• Updated CV in English (PDF preferred).
• Current compensation (monthly/annual, with currency).
• Expected compensation for this Qatar role (monthly/annual).
• Notice period and earliest available join date.
• Confirmation of Arabic fluency (native / fluent / business / basic).
• Current location and visa / relocation status.