An Application Support Engineer in the L1.5 role requires a solid understanding of database management, various operating systems, and multiple programming languages. They are responsible for performing and managing basic to moderate production support tasks, including incident, change, and problem management, as well as monitoring production processing. The L1.5 role aligns with the ITIL framework and escalates to L2 or L3 based on the complexity of the incident or problem. In the L2 role, the Application Support Engineer takes on more complex production support tasks, requiring in-depth knowledge of the application, its functionality, and the underlying technology. They continue to manage incidents, changes, and problems, as well as monitor production processing. The L2 role also adheres to the ITIL framework and escalates to L3 when necessary
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IBM Technical Support Professional French Egypt, Cairo, Cairo 50882837
27.03.2025
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Your role and responsibilities
• Troubleshooting technical issues• Database querying and log parsing and analysis• Managing the tasks and incidents• Respond to tickets in accordance with SLA guidelines• Identifying software solutions• Working for incident assessment, issue resolution and change requests management• Qualifying incidents and escalating or reassigning, if necessary• Following up on tickets status• Debugging, configuring, and troubleshooting the software applications• Performing problem solving and assistance on the software applications• Assisting the project-based work if required
Required education
Bachelor's Degree
Required technical and professional expertise
• Communication skills: English, French • SQL knowledge • Basic Java/J2EE, Angular• Log parsing and analysis• Cloud platforms (docker, Kubernetes) knowledge• IT Certifications / Degree / Diploma • Customer focused and able to multitask • Attention to detail and good problem-solving skills• Excellent interpersonal and analytical skills• Good written and verbal communication• Quick learner, ability to collaborate with different stakeholders
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
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