Application Support Specialist
- المدينة
- الرياض
- نوع العمل
- حضوري
- تاريخ النشر
- 12 أكتوبر 2026 · خلال الأسبوع
عن الوظيفة
Job Purpose We are looking for a dedicated and versatile Application Support Specialist to be the primary point of contact for all software-related needs across the company.
In this role, you will play a vital part in empowering our workforce by providing comprehensive user support, troubleshooting complex application issues, and ensuring seamless day-to-day operations across our entire application landscape.
Key Responsibilities Comprehensive User Support: Act as the go-to resource for employees across all departments, offering prompt, effective assistance for any issues or questions related to company-wide applications.
اقرأ الوصف كاملاً
Incident Troubleshooting & Resolution: Diagnose, analyze, and resolve technical problems reported by users—ranging from login and permission errors to application bugs, workflow disruptions, and data discrepancies.
Ticket Management & Tracking: Manage support requests efficiently through our IT service management ticketing system, ensuring issues are prioritized, investigated, and resolved within established service-level agreements (SLAs).
User Training & Enablement: Guide users on best practices, software functionalities, and proper data entry to minimize recurring errors and maximize application adoption. Vendor & IT Escalation: Coordinate with internal IT teams and external software vendors when issues require deep-code fixes, system patches, or specialized technical intervention.
Access & Configuration Management: Handle user onboarding/offboarding tasks, configure role-based access permissions, and maintain user profiles across various platforms. Documentation & Knowledge Sharing: Create and update clear troubleshooting guides, FAQs, and standard operating procedures (SOPs) for the internal knowledge base.
Key Performance Indictors (KPI’s) SLA Compliance Ticket Resolution Rate First Response Time Average Resolution Ticket Backlog First Contact Resolution Critical Incident Response Critical Incident Resolution Application Availability Recurring Incident Reduction Vendor Ticket Follow-Up User Satisfaction UAT Completion Change Success Rate Documentation Compliance Access Request Compliance Security & Audit Findings Application Monitoring Knowledge Base Contribution Improvement Initiatives Qualification and Experience Required Preference Qualifications Education: Bachelor’s degree in computer science, Information Technology, Information Systems, or a related technical field.
Education: Bachelor’s degree in computer science, Information Technology, Information Systems, or a related technical field. Certifications Certification in ITIL Foundation or relevant help desk/support methodologies.
Certification in ITIL Foundation or relevant help desk/support methodologies Years of Experience Experience: 2 to 5 years of hands-on experience in a technical support, help desk, or application support role, specifically focused on end-user support and enterprise software troubleshooting.
Experience: 2 to 5 years of hands-on experience in a technical support, help desk, or application support role, specifically focused on end-user support and enterprise software troubleshooting. Nature of Experience Prior experience supporting a wide variety of business systems (e.g., ERP, CRM, HRIS, and productivity suites).
Prior experience supporting a wide variety of business systems (e.g., ERP, CRM, HRIS, and productivity suites). Language Skills English and Arabic English and Arabic