Associate Technical Support Engineer (UAE National)

About the role

The Associate Technical Support Engineer provides first‑level technical and functional support for ADIB's Business Platform applications. The role ensures system stability, timely issue resolution and continuous service availability while building foundational expertise across core banking and digital channels.

Key responsibilities

• Monitor Business Platform applications to ensure availability and performance, handling L1/L2 incidents and service requests within defined SLAs.
• Perform basic troubleshooting, root‑cause analysis and coordinate defect resolution with development and vendor teams.
• Support testing (SIT/UAT) for system enhancements, assist in deployment, post‑release validation and document changes.
• Liaise with business users, internal development, infrastructure teams and external vendors to resolve issues and provide user guidance.
• Maintain operational documentation, SOPs and support manuals while adhering to ITIL processes (Incident, Problem, Change Management).

Required profile

• Bachelor's degree in Computer Science, Information Technology or Engineering.
• 0–2 years of experience (fresh graduate) with internship or project exposure in IT/Banking; UAE national requirement.

Required skills

• Basic knowledge of SQL and relational databases.
• Understanding of APIs and integrations.
• Familiarity with IT service management tools, e.g., ServiceNow.