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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.
L1 Support · Bahwan CyberTek