Application Support Engineer
BlackStone eIT
Application Support Engineer
BlackStone eIT
System integrator delivering AI-enabled digital transformation
BlackStone eIT · Dubai, United Arab Emirates · Full-time · Posted 2026-10-28
Workplace: on_site
Department: Outsource
We are seeking an experienced Application Support Engineer to provide L2/L3 support for enterprise applications. The role involves incident management, troubleshooting, application monitoring, user access administration, database support, and coordination with technical teams to ensure application availability and timely incident resolution.
### Key Responsibilities
- Receive, log, categorize, prioritize, and track application incidents and service requests.
- Provide L2/L3 troubleshooting for application availability, performance, access, and backend processing issues.
- Diagnose application defects, database errors, integration issues, and connectivity problems.
- Perform root cause analysis and coordinate corrective actions with development and infrastructure teams.
- Manage incidents and problems in accordance with agreed SLAs and ITIL practices.
- Administer user access, roles, and permissions through Active Directory or Microsoft Entra ID.
- Perform SQL queries and support database troubleshooting where required.
- Monitor application performance and analyze logs using appropriate monitoring tools.
- Maintain incident records, knowledge base articles, and technical documentation.
- Coordinate with software vendors and technical teams on escalated issues.
- Support audits through access logs, evidence collection, and compliance documentation.
- Communicate with end users in Arabic and English and provide guidance on application issues.
Requirements
- 7+ years of experience in enterprise application support.
- Strong experience in L2/L3 application support and incident resolution.
- Knowledge of ITIL incident and problem management, SLA monitoring, and root cause analysis.
- Experience with ServiceNow, BMC Remedy, Jira, or similar ticketing tools.
- Experience with SQL Server, Oracle, MySQL, or similar relational databases.
- Familiarity with Active Directory, Microsoft Entra ID, and user access management.
- Experience with application monitoring and log analysis tools.
- Knowledge of Windows and Linux environments.
- Strong troubleshooting, analytical, and documentation skills.
- Professional communication skills in Arabic and English.
- Bachelor's degree in Computer Science, Information Systems, or a related field.
- ITIL Foundation certification.
- Microsoft Azure Fundamentals or equivalent cloud certification.
- Experience supporting enterprise applications in complex organizational environments.
- ServiceNow training or experience with enterprise application platforms is an advantage.
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System integrator delivering AI-enabled digital transformation
Blackstone eIT is a system integrator and independent software vendor that helps organizations modernize through customized technology solutions across strategy, development, and managed services. It combines consulting, custom software, IT governance, workflow automation, and UI/UX design with hosted data storage, network, and security to support the full digital transformation lifecycle. It emphasizes long-term partnerships and uses intelligent technologies such as AI, machine learning, computer vision, big data analytics, blockchain, and IoT, including Agentic AI and Generative AI across its offerings and proprietary products like a Business Excellence Suite, Learning Management System, e-invoicing platform, Carbon Management Platform, and archiving system. Its goal is to help clients become digital-first, data-informed, and AI-enabled, with the aim of reducing costs and improving operational efficiency across finance, education, government, and manufacturing.
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