Application Support Engineer (L2/L3)

About the role

BlackStone eIT is looking for an experienced Application Support Engineer to provide L2/L3 support for enterprise applications in Dubai. The role covers incident management, troubleshooting, application monitoring, user access administration, database support and coordination with technical teams to keep applications available and incidents resolved quickly. The workplace is on site.

Key responsibilities

• Receive, log, categorize, prioritize and track application incidents and service requests.
• Provide L2/L3 troubleshooting for availability, performance, access and backend processing issues.
• Diagnose application defects, database errors, integration and connectivity problems.
• Perform root cause analysis and coordinate corrective actions with development and infrastructure teams.
• Manage incidents and problems according to agreed SLAs and ITIL practices.
• Administer user access, roles and permissions via Active Directory or Microsoft Entra ID.
• Run SQL queries and support database troubleshooting where needed.
• Monitor application performance and analyse logs with monitoring tools.
• Maintain incident records, knowledge base articles and technical documentation.
• Coordinate with software vendors and technical teams on escalated issues.
• Support audits with access logs, evidence collection and compliance documentation.
• Communicate with end users in Arabic and English.

Required profile

• 7+ years of experience in enterprise application support.
• Strong L2/L3 support and incident resolution experience.
• Knowledge of ITIL incident and problem management, SLA monitoring and root cause analysis.
• Ticketing tool experience such as ServiceNow, BMC Remedy or Jira.
• SQL Server, Oracle or MySQL experience.
• Active Directory and Microsoft Entra ID familiarity.
• Windows and Linux environment knowledge.
• Arabic and English professional communication.

Required skills

• Application monitoring and log analysis tools
• SQL queries and database troubleshooting
• User access management
• ITIL practices

What we offer

• 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 environments
• ServiceNow training or experience is an advantage