Application Support L1 Specialist
- TAWANTECH
- Cairo, Cairo Governorate, Egypt
- Full-time
وصف الوظيفة
Role Overview:
The Application Support L1 Specialist is responsible for ensuring the smooth operation and stability of critical business applications. This role serves as the first line of support for application-related issues, managing relationships with business teams, and coordinating with IT teams to resolve incidents within agreed Service Level Agreements (SLA).
Key Responsibilities:
- Act as the first point of contact for business teams regarding application-related issues.
- Monitor and ensure smooth day-to-day operation of critical business applications.
- Log, track, and resolve incidents and service requests within defined SLAs.
- Escalate complex issues to higher support levels or specialized IT teams as needed.
- Collaborate with infrastructure, database, and development teams to resolve system problems that may impact business operations.
- Provide regular updates and communication to business stakeholders on issue status and resolution.
- Document troubleshooting steps, solutions, and knowledge articles to support continuous improvement.
- Support minor configuration, maintenance, and testing activities for business applications.
- Participate in incident reviews and contribute to root cause analysis.
متطلبات الوظيفة
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 1–3 years of experience in application support or IT helpdesk roles.
- Strong understanding of IT systems, applications, and databases.
- Familiarity with ITIL processes and SLA management.
- Excellent troubleshooting and problem-solving skills.
- Strong communication and stakeholder management abilities.
- Ability to work under pressure and handle multiple priorities.
- Basic knowledge of SQL or scripting is a plus.
Key Competencies:
- Customer-oriented mindset.
- Analytical thinking.
- Team collaboration.
- Attention to detail.
