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Job Purpose

We are looking for a dedicated and versatile Application Support Specialist to be the primary point of contact for all software-related needs across the company. In this role, you will play a vital part in empowering our workforce by providing comprehensive user support, troubleshooting complex application issues, and ensuring seamless day-to-day operations across our entire application landscape.

Key Responsibilities

• Comprehensive User Support: Act as the go-to resource for employees across all departments, offering prompt, effective assistance for any issues or questions related to company-wide applications.
• Incident Troubleshooting & Resolution: Diagnose, analyze, and resolve technical problems reported by users—ranging from login and permission errors to application bugs, workflow disruptions, and data discrepancies.
• Ticket Management & Tracking: Manage support requests efficiently through our IT service management ticketing system, ensuring issues are prioritized, investigated, and resolved within established service-level agreements (SLAs).
• User Training & Enablement: Guide users on best practices, software functionalities, and proper data entry to minimize recurring errors and maximize application adoption.
• Vendor & IT Escalation: Coordinate with internal IT teams and external software vendors when issues require deep-code fixes, system patches, or specialized technical intervention.
• Access & Configuration Management: Handle user onboarding/offboarding tasks, configure role-based access permissions, and maintain user profiles across various platforms.
• Documentation & Knowledge Sharing: Create and update clear troubleshooting guides, FAQs, and standard operating procedures (SOPs) for the internal knowledge base.

Key Performance Indictors (KPI’s)

SLA Compliance

Ticket Resolution Rate

First Response Time

Average Resolution

Ticket Backlog

First Contact Resolution

Critical Incident Response

Critical Incident Resolution

Application Availability

Recurring Incident Reduction

Vendor Ticket Follow-Up

User Satisfaction

UAT Completion

Change Success Rate

Documentation Compliance

Access Request Compliance

Security & Audit Findings

Application Monitoring

Knowledge Base Contribution

Improvement Initiatives

Requirements

Qualification and Experience

Required

Preference

Qualifications

Education: Bachelor’s degree in computer science, Information Technology, Information Systems, or a related technical field.

Education: Bachelor’s degree in computer science, Information Technology, Information Systems, or a related technical field.

Certifications

Certification in ITIL Foundation or relevant help desk/support methodologies.

Certification in ITIL Foundation or relevant help desk/support methodologies

Years of Experience

Experience: 2 to 5 years of hands-on experience in a technical support, help desk, or application support role, specifically focused on end-user support and enterprise software troubleshooting.

Experience: 2 to 5 years of hands-on experience in a technical support, help desk, or application support role, specifically focused on end-user support and enterprise software troubleshooting.

Nature of Experience

Prior experience supporting a wide variety of business systems (e.g., ERP, CRM, HRIS, and productivity suites).

Prior experience supporting a wide variety of business systems (e.g., ERP, CRM, HRIS, and productivity suites).

Language Skills

English and Arabic

English and Arabic