Job Description

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.