Technical Support Engineer L SA📣 Job Ad

About DeepSource Technologies and the Role

DeepSource Technologies is seeking a dedicated Technical Support Engineer L1 to join our team in Riyadh, KSA. This full-time position is designed for professionals with 0-1 years of experience who are eager to provide essential first-line technical assistance.

Role Overview

The primary objective of this role is to provide prompt and effective first-line technical support to end users. The Technical Support Engineer L1 will be responsible for addressing various IT system issues, troubleshooting problems, and ensuring efficient resolutions to maintain high user satisfaction.

Key Responsibilities

• Respond promptly to incoming support requests received via phone, email, or ticketing systems.
• Diagnose and resolve common hardware, software, and network-related issues.
• Document all support activities and update tickets with accurate and detailed information.
• Escalate complex technical problems to appropriate higher-level support teams when necessary.
• Assist with system setups, installations, and configurations as required.
• Maintain and update knowledge base articles for frequently encountered problems and their solutions.
• Collaborate closely with other IT teams to ensure timely resolution of incidents.

Required Qualifications and Experience

• Hands-on experience utilizing ticketing systems such as Jira Service Desk, Zendesk, ServiceNow, or Freshdesk for logging, tracking, and resolving support tickets in adherence to SLA commitments.
• Basic understanding of operating systems, including Windows and Linux, and common software applications.
• Familiarity with network fundamentals and basic troubleshooting techniques.

Essential Skills and Attributes

• Good communication and interpersonal skills to interact effectively with end users and team members.
• Demonstrated ability to work effectively under pressure and manage multiple tasks concurrently.

Work Environment

This full-time role is based in Riyadh, KSA. We invite qualified candidates to apply.