Application Support Analyst

About the role

The Application Support Analyst is a full-time hybrid role based in Dubai, with the flexibility for some work-from-home arrangements. The analyst provides day-to-day support for the platform's web applications and tools used by learners and aviation professionals, ensuring availability, reliability and a smooth user experience.

Key responsibilities

• Respond to user queries and diagnose and resolve application issues
• Perform root cause analysis and escalate complex problems to development or infrastructure teams when needed
• Monitor system performance and maintain documentation of incidents and resolutions
• Contribute to continuous improvement of support processes and user-facing features
• Collaborate with content creators, IT teams and stakeholders to gather requirements, test updates and communicate changes to users

Required profile

• Diploma or degree in Information Technology, Computer Science, Engineering or a related field preferred
• Relevant experience in aviation, e-learning or SaaS platforms is beneficial
• Familiarity with basic networking, database concepts or cloud-hosted applications is an advantage
• Industry certifications in application support or IT service management (e.g. ITIL) are an advantage
• Ability to work in a hybrid setup in Dubai, manage priorities independently and maintain a user-focused approach

Required skills

• Application support: web-based platforms, user account management and incident tracking tools
• Troubleshooting and root cause analysis with structured problem solving
• Analytical skills: interpreting logs, system metrics and user feedback
• Communication: explaining technical issues to non-technical users and working with cross-functional teams