Support Engineer (Infrastructure / Smart City)

Job Purpose:

To serve as the first line of technical support for the operational platform. L1 Engineer is responsible for incident logging, initial diagnostics, basic issue resolution, and monitoring system performance to ensure seamless operation of platform in line with service level agreements (SLAs).

Accountabilities:

Incident Management:

• Act as the initial point of contact for technical issues.
• Log, categorize, and prioritize incidents in the IT service management (ITSM) or ticketing system.
• Perform initial diagnostics and resolve minor issues, such as device resets or connectivity checks.
• Escalate unresolved or complex issues to L2/L3 teams according to escalation procedures.

Monitoring & System Checks:

• Monitor platform through centralized dashboards and monitoring platform.
• Conduct routine checks on platform and report any anomalies or alerts.
• Ensure proper system operation and uptime as per SLA requirements.

Technical Support:

• Support teams with basic troubleshooting guidance.
• Assist in roll-out of patches or configuration updates when directed by L2 or Operations.

Documentation & Reporting:

• Maintain accurate records of incidents, resolutions, and escalations.
• Update knowledge base documentation to aid future troubleshooting and support.
• Prepare reports on recurring issues and suggest improvements to reduce incident frequency.

Communication & Coordination:

• Communicate clearly with internal teams, control room operators, and support engineers.
• Provide timely updates to stakeholders on incident status and resolution progress.
• Participate in support shift handovers and operational briefings.

Qualifications:

• Diploma or Bachelor’s degree in IT, Electronics, Computer Science, or related fields.
• 5-8 years of experience in IT helpdesk or technical support (in a smart city or infrastructure setting).
• ITIL Foundation certification or basic understanding of IT service management processes.
• Prior experience with smart city platforms.
• Working knowledge of Arabic (spoken and written).
• Basic knowledge of networking, IP-based systems, and Windows/Linux environments.
• Familiarity with ticketing tools such as ITSM, ServiceNow, Freshdesk, or similar.