Description

Role description

2–4 years of experience in application support, helpdesk; supporting enterprise web applications or government e-services.

• Provide first-level application support for Amlak e-services, applicant portals, employee portals, and GUP applications
• Receive, log, categorize, prioritize, and track user-reported incidents and service requests through JIRA ticketing systems.
• Troubleshoot common application issues related to login, authentication, user access, service requests, payments, and document generation
• Monitor application availability, service health, transaction failures, and operational s
• Perform initial investigation using application logs, database queries, API responses, and available monitoring tools. Validate service requests, transaction statuses, and payment records using approved read-only SQL queries and application interfaces
• Identify and reproduce reported issues, collect relevant logs, screenshots, and transaction details, and escalate unresolved incidents to L2 or development teams. Assist users with application navigation, service workflows, access issues, and basic troubleshooting.
• Maintain incident records, troubleshooting documentation, and knowledge-base articles.

Skills

• Basic understanding of web application architecture, client-server communication, and REST/SOAP APIs.
• Working knowledge of Oracle SQL for querying and validating application data.
• Familiarity with API testing tools such as Postman and SoapU
• Strong analytical, problem-solving, communication, and customer-service skills.
• Ability to document incidents clearly and coordinate with technical teams.
• Native Arabic speaking and reading skills

Key Skills

Education

Any Graduate