Technical Support Engineer
Role overview:
DeepSource Technologies is seeking a proactive and customer-focused L1 support professional to provide first-line technical assistance to end users. The candidate will support various IT systems, troubleshoot issues, and ensure efficient resolution to enhance user satisfaction.
Key responsibilities:
- Respond promptly to incoming support requests through phone, email, or ticketing systems.
- Diagnose and resolve common hardware, software, and network issues.
- Document support activities and update tickets with accurate information.
- Escalate complex problems to appropriate higher-level support teams.
- Assist in system setups, installations, and configurations as needed.
- Maintain knowledge base articles for frequent problems and solutions.
- Work closely with other IT teams to ensure timely resolution of incidents.
- Hands-on experience using ticketing systems (e.g., Jira Service Desk, Zendesk, ServiceNow, Freshdesk) for logging, tracking, and resolving support tickets in line with SLA commitments.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
- Basic understanding of operating systems (Windows and Linux) and common software applications.
- Familiarity with network fundamentals and troubleshooting.
- Experience with ticketing systems (e.g., ServiceNow, Jira) is a plus.
- Good communication and interpersonal skills.
- Ability to work well under pressure and handle multiple tasks.
- Fluency in English; Arabic language skills are advantageous.