AVI-SPL Middle East - Onsite Application Support Engineer

WHO WE ARE:
AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

What You'll Do:
The Onsite Application Support Engineer is a key member of the technology team, responsible for ensuring the seamless operation and functionality of applications and systems integral to the client's operations. This includes troubleshooting and maintaining kiosks, turnstiles, and Visitor Guidance Systems (VGS).

Key Responsibilities:

• Application Support and Troubleshooting:
  • Provide first-line and second-line support for business-critical applications.
  • Diagnose, analyze, and resolve application issues to minimize downtime and improve user experience.
  • Monitor application performance and proactively identify potential problems before they escalate.
• Incident and Problem Management:
  • Maintain an accurate log of application-related incidents and resolutions within the ticketing system.
  • Work with cross-functional teams to resolve recurring issues and implement long-term solutions.
  • Create and update knowledge base articles for commonly encountered issues to enhance team efficiency.
• Application Deployment and Maintenance:
  • Assist in the deployment and configuration of new applications and updates.
  • Perform routine maintenance and patch management to ensure application stability and security.
  • Coordinate with vendors to address complex issues or implement third-party integrations.
• User Training and Support:
  • Conduct training sessions for end-users to optimize their use of applications.
  • Provide clear documentation and step-by-step guides to empower users and reduce dependency on support.
• Integration with IT Infrastructure:
  • Ensure smooth integration of applications with existing IT infrastructure, including cloud platforms such as Microsoft Azure, AWS, and Google Workspace.
  • Support migration of applications and data to cloud environments as needed.
• Troubleshooting and Support for Kiosks:
  • Diagnose hardware and software issues affecting kiosks.
  • Perform routine checks to ensure kiosks are operational and provide a seamless user experience.
  • Address issues related to touchscreen functionality, network connectivity, and software malfunctions.
  • Liaise with vendors for hardware repairs or replacements when necessary.
• Troubleshooting and Support for Turnstiles:
  • Ensure turnstiles are functioning correctly to manage user entry and exit efficiently.
  • Troubleshoot issues such as card reader malfunctions, sensor failures, and software integration problems.
  • Perform regular maintenance to prevent mechanical or software-related disruptions.
  • Collaborate with security and operations teams to ensure compliance with safety standards.
• Troubleshooting and Support for Visitor Guidance Systems (VGS):
  • Maintain and support the VGS, ensuring accurate and timely information delivery to users.
  • Troubleshoot display issues, content management errors, and connectivity problems.
  • Ensure smooth integration with other systems and timely updates of content.
  • Provide training and guidance to staff on the use of the VGS.
• Disaster Recovery and Backup:
  • Ensure proper backup procedures are in place for application data.
  • Test and document disaster recovery processes for critical applications.
• Continuous Improvement:
  • Actively seek opportunities to enhance application performance and usability.
  • Recommend and implement process improvements to optimize application support workflows.
  • Stay up-to-date with the latest application technologies and trends to provide innovative solutions.
• General Responsibilities:
  • Maintain detailed documentation of support activities, troubleshooting steps, and resolutions.
  • Provide end-user training and support for staff on applications and related systems.
  • Contribute to the development of best practices for application and systems support.
  • Participate in an on-call rotation for critical after-hours support.

Qualifications And Skills:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in application support, IT infrastructure, and technical troubleshooting.
• Strong expertise in managing cloud-based applications (Microsoft 365, Google Workspace, etc.).
• Proficiency in ticketing systems, incident management, and documentation.
• Familiarity with backup tools (e.g., Veeam, Acronis) and disaster recovery planning.
• Strong troubleshooting and problem-solving skills.
• Familiarity with hardware troubleshooting, particularly kiosks and turnstiles.
• Knowledge of content management systems and display technologies for VGS.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and prioritize tasks effectively.
• Experience with technologies related to corporate environments is a plus.

Core Competencies:

• Application troubleshooting and issue resolution.
• Deployment and integration of applications.
• End-user training and support.
• Incident and problem management.
• Proactive approach to performance optimization.

Why You'll Like Working Here:

• Medical benefits, including dental.
• Paid holidays, sick days, and personal days.
• Enjoyable and dynamic company culture.
• Training and professional development opportunities.

More About Us:
AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.
AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.