Total-TECH Co.
” The Job Description”
- Serve as the first point of contact for business users regarding application issues and requests.
- Log, categorize, prioritize, and track incidents and service requests through the ITSM.
- Perform initial troubleshooting and issue analysis to identify root causes and propose resolutions.
- Troubleshoot application integrations, interfaces, and data flow issues between systems and internal/external systems.
- Analyze application logs, error messages, API responses, and system traces to identify root causes and support issue resolution.
- Escalate complex incidents to development, QA, infrastructure, or vendor support teams when required.
- Monitor application performance and proactively identify potential issues affecting business operations.
- Support users across multiple shifts to ensure continuous business operations and service availability.
- Validate fixes and enhancements before deployment to production environments.
- Assist in UAT, regression testing, and issue verification activities.
- Maintain accurate documentation including known errors, SOPs, and knowledge base articles.
- Provide user guidance, training, and support on application functionality and business processes.
- Collaborate with business teams to understand incidents, requirements, and improvement opportunities.
- Ensure adherence to established SLAs, support processes, and service quality standards.
Requirements:
- 1+ years of experience in Applications Support or related fields.
- Must be currently based in Jeddah or willing to relocate to Jeddah, Saudi Arabia.
- Experience supporting core business applications in a production environment.
- Strong troubleshooting, analytical, and problem-solving skills.
- Ability to work effectively in a shift-based support environment.
- Experience working with ticketing and ITSM platforms.
- Good understanding of software development and testing lifecycles.
- Basic understanding of databases and SQL queries for investigation and troubleshooting purposes.
- Ability to communicate effectively with both technical and non-technical stakeholders.
- Strong customer service orientation and ownership mindset.
- Fluent in Arabic and English (spoken and written).
Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field. - Relevant certifications in application support, testing, ITIL, or healthcare applications are a plus.
Preferred Experience:
- Experience in healthcare, health insurance, or hospital environments.
- Knowledge of Hospital Information Systems (HIS), EMR/EHR platforms, or healthcare applications.
- Experience supporting customer-facing digital platforms and mobile applications.
- Familiarity with APIs, integrations, and system interfaces.