Job Details

We are looking for a proactive L1 Support Engineer to provide first-level technical support to end users. The role involves troubleshooting basic issues, handling service requests, and ensuring timely resolution or escalation as per defined SLAs.

About the Role:

• Job Title: L1 Support Engineer
• Department: IT / Technical Support
• Location: Dubai, UAE
• Experience: 0–2 years

Key Responsibilities:

• Provide Level 1 technical support via phone, email, chat, or ticketing system
• Log, track, and manage incidents and service requests
• Troubleshoot basic hardware, software, network, and application issues
• Perform initial diagnosis and resolve known issues using SOPs and knowledge base
• Escalate complex issues to L2/L3 teams with proper documentation
• Monitor system alerts and respond to incidents
• Ensure adherence to SLAs and ITIL processes
• Maintain accurate ticket updates and closure notes
• Provide basic user guidance and support

Required Skills & Qualifications:

• Bachelor’s degree / Diploma in IT, Computer Science, or related field
• 0–2 years of experience in technical support or service desk
• Basic knowledge of Windows/Linux OS, MS Office, and email systems
• Understanding of network fundamentals (TCP/IP, DNS, VPN)
• Familiarity with ticketing tools (ServiceNow, Jira, Freshdesk, etc.)
• Good communication and customer-handling skills
• Willingness to work in shifts / 24×7 support environments

Preferred Skills:

• ITIL Foundation certification
• Basic cloud knowledge (AWS / Azure / GCP)
• Experience supporting web or SaaS applications

Key Competencies:

• Problem-solving mindset
• Attention to detail
• Time management
• Team collaboration

What We Offer:

• Structured learning & career growth
• Exposure to enterprise systems
• Supportive team environment

About Ektova Technologies:

Ektova Technologies is a fast-growing digital solutions company delivering high-quality web, mobile, and enterprise applications. We focus on building scalable products, innovative platforms, and data-driven solutions that help clients create impactful digital experiences.

Why Ektova:

• Employee – First Culture: Our people are our most valuable assets.
• Healthy work-life balance
• We believe in the power of technology. You will get an opportunity to work on the latest technology and trends.
• Work from home or office as based on the situations.