Application Support (Tamheer)

About Naseej

Naseej stands at the forefront of digital transformation in learning and knowledge management, empowering organizations across the MENA region to deliver exceptional user experiences while navigating the complexities of modern technology. With nearly 36 years of industry leadership, Naseej has established itself as a pioneer in E-Learning, Edu-Tech, and digital transformation solutions. Our mission is to reduce technical burdens for our clients, enabling them to concentrate on achieving their strategic goals through innovative and scalable technology solutions. To learn more about our impactful work, visit Naseej’s official website.

Position Overview

As an Application Support Trainee, you will play a pivotal role in assisting the Application Support team in delivering first-level technical and functional assistance for a diverse portfolio of business applications. This trainee position offers a unique opportunity to gain practical experience in incident management, troubleshooting, user support, and service management processes, while developing a strong foundation in enterprise software support. Under the guidance of seasoned professionals, you will contribute to maintaining the reliability and efficiency of critical business applications, ensuring seamless operations for our clients.

Key Responsibilities

• Incident and Request Management: Provide first-line support for application-related incidents and service requests, ensuring timely resolution and user satisfaction.
• Ticket Handling: Log, categorize, and update support tickets in the designated ticketing system, adhering to defined service level agreements (SLAs).
• Troubleshooting and Escalation: Diagnose basic application issues, apply appropriate solutions, and escalate complex cases to senior team members for further investigation.
• User Engagement: Follow up with users to gather necessary information, provide status updates, and ensure a positive support experience.
• Testing and Validation: Assist in testing application fixes and validating reported issues to confirm resolutions before deployment.
• Documentation: Maintain accurate records of incidents, solutions, and knowledge base articles to enhance team efficiency and support future reference.
• Account and Configuration Management: Support user account management tasks and assist with basic application configuration to meet business requirements.
• Monitoring and Compliance: Monitor support queues to ensure timely ticket handling and adherence to established SLAs and ITIL-based support processes.
• Collaboration and Development: Participate in team meetings, training sessions, and continuous improvement initiatives to expand your technical and professional skills.

Learning and Growth Opportunities

This trainee program is designed to provide you with hands-on experience in a variety of critical areas, including:

• Enterprise Application Support: Gain exposure to supporting large-scale business applications used across diverse industries.
• Incident & Service Request Management: Develop skills in managing and resolving technical issues while maintaining high service standards.
• Ticketing Systems: Learn to navigate and utilize industry-standard ticketing platforms such as ManageEngine, Jira, or ServiceNow.
• Root Cause Analysis: Understand the methodologies for identifying the underlying causes of technical issues to implement effective solutions.
• SQL Queries: Acquire foundational knowledge of database queries to assist in troubleshooting and data analysis.
• Application Monitoring: Monitor application performance and proactively identify potential issues before they impact users.
• Knowledge Management: Contribute to and benefit from a structured knowledge base to streamline support processes and share best practices.
• Customer Communication: Enhance your interpersonal skills by engaging with users to provide clear, concise, and professional support.
• IT Service Management (ITIL): Familiarize yourself with ITIL frameworks to understand best practices in IT service delivery and support.

Qualifications and Skills

We are seeking motivated individuals with a strong interest in software applications and technical support. To qualify for this trainee position, you must meet the following criteria:

• Education: A Bachelor’s degree (or recent graduate) in Computer Science, Information Technology, Software Engineering, Computer Engineering, Information Systems, or a related field.
• Technical Aptitude: A basic understanding of operating systems, computer networks, and databases (SQL knowledge is a plus).
• Analytical Skills: Strong problem-solving abilities with a methodical approach to diagnosing and resolving technical issues.
• Communication: Excellent verbal and written communication skills, with the ability to interact professionally with users and team members.
• Teamwork: A collaborative mindset with the ability to work effectively in a team environment.
• Documentation: Proficient in creating clear and concise documentation to support knowledge sharing and process improvement.
• Technical Proficiency: Familiarity with Microsoft Office and basic knowledge of ticketing systems (e.g., ManageEngine, Jira, ServiceNow) is advantageous. Knowledge of web applications and APIs is considered a plus.