Job description
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 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.
This job post has been translated by AI and may contain minor differences or errors.
Preferred candidate
Years of experience
No experience required
Degree
Bachelor's degree / higher diploma
