Application Analyst

As a Support Services Technician at Information Systems Associates - Sharjah (ISA-SHJ), your role is to troubleshoot and remediate issues impacting the operation of the technology infrastructure to ensure continuity of business. You will be responsible for installing, configuring, and monitoring computer systems and networks for clients, ensuring productivity aligns with set measures and clients" adopted policies and procedures. Key Responsibilities: - Drive the technical support team to provide proper and prompt customer support - Monitor servers and systems, taking ownership of reported issues and responding to enquiries - Maintain positive customer relationships with stakeholders, business users, and technical teams - Provide technical and non-technical support to clients, conducting analysis, diagnosis, and troubleshooting of systems, network hardware, software faults, and bugs - Identify resolutions to technical problems, carry out bug fixes, and apply patches - Assist in the development and implementation of processes and service level agreements - Contribute to the creation of a support knowledge base by developing IT support manuals and technical notes - Utilize different communication channels to support end users on enquiries and problems - Ensure proper recording and closure of all claims and generate timely reports of support services activities - Install, configure, monitor, and maintain computer hardware, operating systems, applications, and networks - Support the rollout of new applications, set up new user accounts, profiles, and passwords - Assist in establishing and maintaining a complete and accurate record of all IT assets within ISA - Respond positively to operational needs by being on-call for critical systems 24x7 support - Actively monitor application IT performance to ensure 24x7 availability - Be open to working on shifts and as Primary and/or Secondary support based on roster - Complete resolution of tickets based on defined team targets - Perform any other additional duties as directed by the line manager Qualifications: - Bachelor's Degree in Computer Engineering, Computer Science, or Information Technology - ITIL Certification (Not mandatory) - Fluency in English Language Work Experience: - 5-6 years in IT Infrastructure support service desk, preferably in aviation - Proven record in implementing and monitoring infrastructure projects - Basic knowledge in Java, Unix, SQL, and Webservices - Holistic IT knowledge in heterogeneous technology environments - Experience in managing operations and technology platforms both internally and externally hosted - Skilled in analyzing data, identifying pitfalls, and recommending solutions This job may require occasional duty travel for training and implementation purposes.,