Technical Support Engineer L SA📣 Job Ad

About DeepSource and the Role

DeepSource is seeking a Technical Support Engineer L1 to join our team in Riyadh. This full-time position is ideal for professionals with 0-1 years of experience who are proactive and customer-focused, ready to provide essential first-line technical assistance to end users.

Role Overview

The L1 Support professional plays a critical role in ensuring user satisfaction by supporting various IT systems and efficiently resolving technical issues. This involves diagnosing and addressing common problems, documenting support activities, and escalating complex issues to higher-level teams when necessary.

Key Responsibilities

• Respond promptly to incoming support requests received via phone, email, or ticketing systems.
• Diagnose and resolve common hardware, software, and network issues.
• Document all support activities and update tickets with accurate, detailed information.
• Escalate complex or unresolved problems to appropriate higher-level support teams.
• Assist with system setups, installations, and configurations as required.
• Maintain and contribute to knowledge base articles for frequent problems and their solutions.
• Collaborate closely with other IT teams to ensure the timely resolution of incidents.
• Utilize ticketing systems such as Jira Service Desk, Zendesk, ServiceNow, or Freshdesk for logging, tracking, and resolving support tickets in adherence to SLA commitments.

Qualifications and Experience

• 0-1 years of experience in a technical support or similar IT role.
• Demonstrated ability to diagnose and resolve common technical issues.
• Familiarity with various IT systems, including hardware, software, and basic networking.
• Experience with ticketing systems (*, Jira Service Desk, Zendesk, ServiceNow, Freshdesk) is preferred.

Required Skills and Attributes

• Strong customer focus with a commitment to enhancing user satisfaction.
• Proactive approach to problem-solving and issue resolution.
• Excellent communication skills, both written and verbal, for interacting with end users and team members.
• Ability to document technical information clearly and accurately.
• Strong organizational skills to manage multiple support requests effectively.

Work Environment

This is a full-time position based in Riyadh, where you will work collaboratively with other IT teams to deliver efficient and effective technical support.