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L1 Support Engineer
Job Description & How to Apply Below
Key Responsibilities
Receive and log application incidents and service requests in the ITSM tool.
Perform first‑touch triage and user account access checks, basic configuration, and password resets.
Walk users through standard procedures and known‑issue resolutions.
Maintain ticket quality by completing categorisation, clear notes, and accurate priority.
Escalate complex issues to L2 application engineers with full reproduction context.
Contribute updates to the application knowledge base for recurring queries.
Meet defined SLA, FCR, and CSAT targets.
Required Qualifications- Diploma or Bachelor’s degree in IT/CS or equivalent.
- 2+ years in application support/service desk in an enterprise environment.
- Working knowledge of Windows, Microsoft 365, and Active Directory basics.
- Familiarity with ITSM ticketing (Service Now, BMC Helix, Jira SM).
- Customer‑first attitude, patience, and clear communication.
- ITIL v4 Foundation certification.
- Exposure to one or more of Drupal, Dynamics CRM, Power Pages, File Net, Open Text, GIS.
- Basic SQL for query‑based investigations.
- Native or fluent Arabic and fluent English (both non‑negotiable).
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