وظيفة اخصائي دعم فني لدى شركة اي تي ووركس الكس في الرياض

Key Responsibilities

1. Provide first-line and second-line technical and functional support for business applications.
2. Receive, log, categorize, prioritize, investigate, and resolve support requests through the ticketing system.
3. Diagnose and troubleshoot application issues following established procedures.
4. Perform detailed technical analysis of incidents, including log review, database investigation, interface monitoring, and application configuration validation.
5. Escalate unresolved incidents to Level 3 (L3), development teams, infrastructure teams, or vendors with complete documentation and investigation findings.
6. Monitor application availability, performance, system alerts, scheduled jobs, interfaces, and integrations.
7. Execute predefined SQL queries and analyze application logs to support incident diagnosis and resolution.
8. Investigate recurring incidents and contribute to Root Cause Analysis (RCA) and Problem Management activities.
9. Maintain accurate records of incidents, service requests, resolutions, known errors, and knowledge base articles.
10. Communicate effectively with end users and provide timely updates on ticket status.
11. Ensure compliance with agreed Service Level Agreements (SLAs) and operational procedures.
12. Collaborate with development, infrastructure, database, security, and business teams to resolve issues efficiently.
13. Participate in testing and validation activities following application fixes, enhancements, or production deployments.
14. Participate in shift rotations, on-call support, and weekend support as required.

Qualifications

1. Bachelor’s degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a related field.
2. 0-5 years of experience in Application Support, Service Desk, Production Support, or Technical Support.
3. Fresh graduates with strong technical knowledge are encouraged to apply.

Required Technical Skills

1. Basic to intermediate understanding of databases and SQL.
2. Basic to intermediate knowledge of Windows and Linux operating systems.
3. Familiarity with web applications, APIs, and client-server architecture.
4. Understanding of ITIL Incident, Problem, and Service Request Management concepts.
5. Experience with ticketing systems such as ServiceNow, Jira, BMC Remedy, or similar platforms.
6. Basic scripting knowledge (PowerShell, Bash, or Python) is a plus.
7. Ability to review application logs and perform technical troubleshooting across multiple technology layers.
8. Understanding of REST APIs and experience using tools such as Postman for testing and troubleshooting.
9. Exposure to cloud-hosted environments (Azure, AWS, or Google Cloud) is an advantage.
10. Understanding of system integrations, batch jobs, file transfers, and middleware platforms is preferred.

Professional Skills

1. Strong analytical and critical thinking skills.
2. Excellent verbal and written communication skills in a professional business environment.
3. Strong customer service orientation and stakeholder management skills.
4. Ability to work effectively under pressure and manage multiple priorities.
5. Strong problem-solving and decision-making capabilities.
6. Excellent documentation, reporting, and knowledge management skills.
7. Ability to work independently as well as collaboratively within cross-functional teams.
8. High level of professionalism, accountability, and attention to detail.
9. Strong organizational and time management skills.
10. Commitment to continuous learning and professional development.

Preferred Certifications

• ITIL Foundation Certification.
• Any application support, cloud, or database-related certifications are advantageous.