Associate Technical Support Engineer – Abu Dhabi

About the role

The Associate Technical Support Engineer will provide 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 in core banking and digital channels.

Key responsibilities

• Monitor Business Platform applications, ensuring availability and performance, and respond to incidents and service requests within defined SLAs.
• Perform L1/L2 troubleshooting, root‑cause analysis and coordinate defect resolution with development and vendor teams.
• Support testing activities (SIT/UAT) for system enhancements, assist in deployments and validate post‑release performance.
• Liaise with business users, internal development, infrastructure teams and external vendors to communicate issues and provide updates.
• Maintain operational documentation, SOPs and knowledge bases while adhering to ITIL processes for incident, problem and change management.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or Engineering.
• 0–2 years of experience (fresh graduate acceptable); internship or project exposure in IT/Banking is an advantage.
• Ability to work in shifts and provide user support in a fast‑paced environment.

Required skills

• Basic understanding of banking applications and digital platforms.
• SQL and relational database fundamentals.
• Awareness of APIs and integration concepts.
• Familiarity with IT service management tools, e.g., ServiceNow.