Level 1 (L1) Support Engineer

EMPLOYMENT TYPE: Full-Time / Contract

Job Overview

We are seeking proactive and technically capable L1 Support Engineers to join a high-impact team responsible for operating and maintaining a next-generation Smart City Platform. This platform integrates AI, Digital Twin, IoT, and other smart technologies to power a dynamic urban ecosystem. As an L1 Engineer, you will serve as the first line of technical defense, ensuring uninterrupted platform operations and superior service delivery in line with defined SLAs.

This position offers the opportunity to work in a mission-critical environment that supports one of the region’s flagship smart cities, with a 5-year operational roadmap and progressive platform upgrades.

Key Responsibilities

Incident Management

• Serve as the initial contact for all platform-related technical issues.
• Log, categorize, and prioritize incidents using IT service management (ITSM) or ticketing systems.
• Perform first-level diagnostics and resolve routine issues (e.g., connectivity checks, device reboots).
• Escalate complex or unresolved issues to higher-level support teams (L2/L3).
  
  

Monitoring & System Checks

• Continuously monitor system dashboards and platform health metrics.
• Conduct scheduled system checks and report anomalies or alerts.
• Ensure platform uptime, availability, and performance in accordance with SLAs.
  
  

Technical Support

• Assist with patch rollouts, configuration updates, and platform adjustments under L2/L3 guidance.
• Provide end-user support and guide operational teams in basic troubleshooting steps.
  
  

Documentation & Reporting

• Maintain detailed records of incidents, troubleshooting steps, and resolutions.
• Update internal knowledge bases to streamline future support activities.
• Generate periodic reports highlighting incident trends and recommending proactive measures.
  
  

Communication & Coordination

• Deliver clear, professional communication to internal stakeholders, support teams, and operations staff.
• Provide timely status updates on issue progress and resolutions.
• Participate in shift handovers and contribute to operational briefings.
  
  

TECHNOLOGIES & ENVIRONMENTS

• Exposure to modern Smart City Platforms (IoT, AI, Digital Twin, etc.)
• IP-based systems, networking basics, and hybrid environments (Windows/Linux)
• Monitoring and ticketing tools such as ServiceNow, Freshdesk, or similar ITSM platforms
  
  

Qualifications & Experience

Minimum Requirements:

• Diploma or Bachelor’s degree in Information Technology, Computer Science, Electronics, or related fields
• 1–2 years of experience in an IT Helpdesk, Technical Support, or Network Operations Center (NOC) environment
  
  

Preferred

• Prior experience supporting smart city, IoT, or large-scale infrastructure platforms
• Working knowledge of Arabic (spoken and written)
• ITIL Foundation certification or understanding of IT service management best practices
  
  

KEY COMPETENCIES

• Strong analytical and troubleshooting skills
• Excellent communication and teamwork abilities
• Ability to manage time effectively in a fast-paced environment
• Adaptability, continuous learning mindset, and attention to detail
• Critical thinking and commitment to achieving operational excellence
  
  

Skills: technical support,networking basics,incident management,it service management (itsm),troubleshooting,checks,monitoring tools,documentation,it,communication