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fixed l1 technical support advisor

Vodafone

<div>
 
 Job Description
 
 
 
 Key accountabilities and decision ownership:
 
 
 <ul>
 <li>
 Provide support to close enterprise fixed and managed service complaints in agreed SLA&rsquo;s. Track and review technical complaints per customer segment with technical complaints manager. And ensure enterprise customer is always kept informed on technical complaint status.
 </li>
 <li>
 Log every customer interaction and field activity in CRM tool. Identify reasons/ root cause for technical tickets and derive solutions to reduce technical complaints. Seek support form technical complaint manager in case of customer escalations
 </li>
 <li>
 Ensure all technical inventory provisioned for customer is tracked and access controlled. Also ensure field teams from sub-contractor and managed service vendor are following standard operating procedures to resolve technical complaint from customer.
 </li>
 <li>
 Perform any additional project, task or activities assigned/delegated by the Line Manager. And perform regular health checks to avoid uncontrolled outages.
 </li>
 <li>
 Provide support and handle all the fixed level 1 activities included and not limited to:
 </li>
 <ul>
 <li>
 Receive customer complaint over call or through ticketing tool. Operating hours for team are 24x7.
 </li>
 <li>
 Call customers for 1st level troubleshooting
 </li>
 <li>
 Book appointment booking for field visit if need
 </li>
 <li>
 Monitor SLAs across multiple field vendors and areas
 </li>
 <li>
 Tracking trouble tickets are closed within agreed SLA &ndash; 24 Hours. This is including field visit
 
 </li>
 </ul>
 </ul>
 
 Qualifications
 
 
 
 Educational Qualification:
 
 
 Engineering degree in telecommunications
 
 
 Professional Certifications and Licensure:
 
 
 <ul>
 <li>
 ITIL or PRINCE2 certifications are preferable
 </li>
 <li>
 Alcatel NRS1 or NRS2 certifications or Cisco Equivalent certifications, is a advantage
 
 
 </li>
 </ul>
 Knowledge and Experience:
 
 
 <ul>
 <li>
 Minimum 5 Years of relevant experience in Fixed Operations with telecom Vendors /Operator, with strong follow-up skills and an ability to organize applicable department timelines and follow up with internal and external customer needs
 </li>
 <li>
 Knowledge to create training material and troubleshooting guide based on the use case scenarios with good email writing skills and understand technical resolutions &amp; RCA&rsquo;s when it comes to customer communication
 </li>
 </ul>
</div>

Fixed L1 Technical Support Advisor

VodafoneThree

<div>Key accountabilities and decision ownership: 
<ul><li><div>Provide support to close enterprise fixed and managed service complaints in agreed SLA&rsquo;s. Track and review technical complaints per customer segment with technical complaints manager. And ensure enterprise customer is always kept informed on technical complaint status.
</div></li><li>Log every customer interaction and field activity in CRM tool. Identify reasons/ root cause for technical tickets and derive solutions to reduce technical complaints. Seek support form technical complaint manager in case of customer escalations
</li><li>Ensure all technical inventory provisioned for customer is tracked and access controlled. Also ensure field teams from sub-contractor and managed service vendor are following standard operating procedures to resolve technical complaint from customer.
</li><li>Perform any additional project, task or activities assigned/delegated by the Line Manager. And perform regular health checks to avoid uncontrolled outages.
</li><li><div>Provide support and handle all the fixed level 1 activities included and not limited to:
</div><ul><li><div>Receive customer complaint over call or through ticketing tool. Operating hours for team are 24x7.
</div></li><li><div>Call customers for 1st level troubleshooting
</div></li><li><div>Book appointment booking for field visit if need
</div></li><li><div>Monitor SLAs across multiple field vendors and areas
</div></li><li><div>Tracking trouble tickets are closed within agreed SLA &ndash; 24 Hours. This is including field visit</div></li></ul></li></ul></div>
 <div>Educational Qualification:
Engineering degree in telecommunications
Professional Certifications and Licensure:
<ul><li><div>ITIL or PRINCE2 certifications are preferable
</div></li><li><div>Alcatel NRS1 or NRS2 certifications or Cisco Equivalent certifications, is a advantage 
</div></li></ul><div></div><div>Knowledge and Experience: 
</div><div></div><ul><li>Minimum 5 Years of relevant experience in Fixed Operations with telecom Vendors /Operator, with strong follow-up skills and an ability to organize applicable department timelines and follow up with internal and external customer needs
</li><li>Knowledge to create training material and troubleshooting guide based on the use case scenarios with good email writing skills and understand technical resolutions &amp; RCA&rsquo;s when it comes to customer communication
</li></ul>.</div>

PROZ TECHNOLOGIES

Application L1 Support EngineerHello, Greetings from Proztec Qatar! I hope everything is going well with you.JOB DESCRIPTIONThe Application L1 Support Engineer is responsible for providing first-level support for business applications, ensuring timely resolution of user issues and maintaining optimal system performance. The role focuses on handling tickets, monitoring application health, and ensuring quick response times to minimize business impact. The engineer will work closely with L2/L3 teams to escalate complex issues and ensure smooth application operations.DUTIES &amp; RESPONSIBILITIES<ul><li>Provide first-level (L1) support for applications and end users</li><li>Monitor application performance and ensure system availability</li><li>Log, track, and manage incidents using ticketing tools</li><li>Ensure timely response and resolution in line with SLAs</li><li>Perform initial troubleshooting and issue diagnosis</li><li>Escalate complex issues to L2/L3 support teams when required</li><li>Follow ITSM processes including Incident and Service Request Management</li><li>Maintain accurate documentation of issues and resolutions</li><li>Communicate effectively with users regarding issue status and updates</li><li>Support routine checks, monitoring, and basic maintenance activities</li></ul>SKILLS &amp; ABILITIES<ul><li>Basic knowledge of application support and troubleshooting</li><li>Hands-on experience with ticketing tools (ServiceNow, Jira, etc.)</li><li>Understanding of ITIL-based support processes</li><li>Good communication and user-handling skills</li><li>Ability to work in a fast-paced support environment</li><li>Strong attention to detail and problem-solving mindset</li></ul>POTENTIAL BACKGROUND<ul><li>Minimum 4+ years of experience in Application Support / IT Support</li><li>Experience in handling L1 support activities in enterprise environments</li><li>Familiarity with application monitoring and incident handling</li><li>Exposure to multi-application environments is an advantage</li></ul>CERTIFICATIONS (MANDATORY/PREFERRED)<ul><li>ITIL v4 Foundation (Preferred)</li></ul>LANGUAGE REQUIREMENT<ul><li>Arabic or Non-Arabic Speaker</li></ul>WORK LOCATION<ul><li>Onshore &ndash; Qatar</li></ul>SOFT SKILLS<ul><li>Strong communication and interpersonal skills</li><li>Ability to handle users professionally and patiently</li><li>Quick learner with a proactive attitude</li><li>Ability to work under pressure and manage multiple tickets</li><li>Strong sense of ownership and responsibility</li></ul>If you&rsquo;re interested or have relevant experience, feel free to share your updated CV.Job Type: Full-timePay: QAR10,000.00 - QAR12,000.00 per monthWork Location: In person

Application L1 Support Engineer

Arab Solutions

<div>
 
 Job Title: Help Desk Engineer
 
 
 Role Summary
 
 
 
 Provide first and second-level technical support to end users, ensuring timely resolution of incidents and service requests while maintaining system performance and user satisfaction.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Handle support requests via ticketing system (e.g., BMC Remedy), email, and phone
 </li>
 <li>
 Provide L1 &amp; L2 support for internet, network, hardware, and user-related issues
 </li>
 <li>
 Troubleshoot incidents and provide temporary or permanent solutions
 </li>
 <li>
 Perform root cause analysis for recurring or major issues
 </li>
 <li>
 Escalate and track tickets to resolution with relevant teams
 </li>
 <li>
 Support desktops, laptops, printers, MFPs, and related devices
 </li>
 <li>
 Deliver remote technical support when required
 </li>
 <li>
 Ensure SLA compliance for response and resolution times
 </li>
 <li>
 Document incidents, update CMDB, and maintain records
 </li>
 <li>
 Assist with system updates, patches, and maintenance activities
 </li>
 <li>
 Coordinate with teams on security incidents and technical issues
 </li>
 <li>
 Provide user guidance, training, and prepare reports
 </li>
 <li>
 Manage and move IT equipment, ensuring security and functionality
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 2&ndash;5 years of experience in IT Help Desk / Technical Support
 </li>
 <li>
 Experience with ticketing tools (BMC Remedy preferred)
 </li>
 <li>
 Strong troubleshooting skills (hardware, network, and applications)
 </li>
 <li>
 Knowledge of ITIL processes and SLA management
 </li>
 <li>
 Good communication and problem-solving skills
 
 
 </li>
 </ul>
 Skills: it equipment,hardware,bmc remedy,mfps,sla management,security incidents,cmdb,maintenance activities,technical support,sla,applications,network,itil,technical issues,it help desk
</div>

Help Desk Engineer Role Summary

<div><ul><li>Support the NOC Front Office by assisting L1 engineers in incident management related to the IP transport and security domain. Serve as an SME for IP Transport and SD-WAN technologies, providing technical guidance and expertise to internal teams and customers.
</li><li>Perform initial analysis and predefined troubleshooting, and escalate incidents to higher support levels when required.
</li><li>Participate in network design activities related to IP transport, SD-WAN, and security solutions, ensuring alignment with operational and customer requirements.
</li><li>Coordinate and manage network changes (planned activities, migrations, upgrades) in collaboration with engineering, operations, and vendor teams.
</li><li>Act as a customer-facing technical interface, supporting enterprise and internal stakeholders on IP and SD-WAN-related topics.
</li><li>Prepare and maintain basic health checks, service reports, and KPI reports for IP transport and SD-WAN services.
</li><li>Ensure adherence to network stability, security policies, and operational best practices.
</li><li>Act as the point of contact for all related SDWAN Technologies and IP Transport
</li><li>Performance Analysis, monitoring, and reporting
</li><li>Adhere to change and incident management approval and process</li></ul></div>
 <div><ul><li>Bachelor's in Telecom/Information Technology/Computer Networking Engineering or graduates in any relevant engineering domain.
</li><li>Minimum 5 years of experience operating and supporting in telecomm/system integrators/managed service vendor environment where Fortinet Security Solutions and IP/MPLS backbonce networks are part of daily operations.&bull;
</li><li>Knowledge of IP network and its routing protocol (IP/MPLS, IP Fabric, BGP, VXLAN, IPsec)
</li><li>Good background of Telco network (4G &amp; 5G (NSA + SA standards)
</li><li>Basic knowledge alarm analysis and network issue troubleshooting.
</li><li>Solid knowledge of network security and firewall technologies, including policy configuration, access control, NAT, VPN gateways, and security best practices.
</li><li>Strong expertise in SD‑WAN architecture, design, and troubleshooting, preferably with Fortinet (FortiGate / FortiManager / FortiAnalyzer)
</li><li>Solid hands‑on experience with IPSec VPN technologies, including site‑to‑site connectivity, secure overlays, and operational troubleshooting
</li><li>Solid working knowledge of IP/MPLS networking, including support of enterprise or service‑provider WAN environments.
</li><li>Strong background in IP technologies and Data Communication, including LAN, WAN, MPLS, VPN, and IP-based services.
</li><li>Experience in working on Nokia Service Router and WBX switch.
</li><li>Hands-on experience with SD-WAN technologies, including design, deployment, operations, and troubleshooting
</li><li>CCNA, NRS-1, Comptia Network+ or any relevant certification</li></ul></div>

IP Transport & Security Engineer

Forvis Mazars in Qatar

<div>Responsibilities

<ul><li>L1 and L2 Support &ndash; Ensuring timely troubleshooting and problem resolution within SLA</li></ul>

<ul><li>Creating and maintaining Requirement Document, Integration document, Impact Analysis, RCA, and Solution Document</li></ul>

<ul><li>Creating and maintaining user manual and admin manuals</li></ul>

<ul><li>Onboarding of New Users (Supporting Application Training)</li></ul>

<ul><li>Working with Cross-Functional Teams</li></ul>

<ul><li>Manage stakeholders&rsquo; communication, support change management, manage business demand deliveries</li></ul>

<ul><li>Document and communicate assigned work and progress to immediate project team, and management</li></ul>

<ul><li>Support the organization&rsquo;s project management policy, practice and methodology</li></ul>

<ul><li>Acts as the subject matter expert (SME) for enterprise application support, ensuring architectural integrity, performance optimization, and operational excellence</li></ul>

<ul><li>Defines and enforces standards, methodologies, and best practices for application support, change management, and automation across teams</li></ul>

<ul><li>Leads process improvement, innovation and automation initiatives</li></ul>

<ul><li>Provides project management leadership for multiple (often competing or coinciding) projects as evidenced by project planning, problem resolution, change control and quality assurance activities.</li></ul>

<ul><li>Leads project task force meetings or work groups for multiple projects. Ensure distribution and documentation of minutes, vendor project correspondence and status reports as required.</li></ul>

Qualification

<ul><li>Bachelor in IT or Relevant</li></ul>

<ul><li>Relevance will be reviewed and confirmed by ISD in line with technical competencies of applicant.</li></ul>

Experience

<ul><li>Overall, 12 years&rsquo; experience in similar skill set.
</li></ul><ul><li>Excellent verbal and written communication skills in English.</li></ul>

<ul><li>Proficient verbal and written communication skills in Arabic
</li></ul><ul><li>(Preferred).</li></ul>

<ul><li>Excellent customer interaction attitude and behavior</li></ul>

<ul><li>Experience collaborating with including Infrastructure, Security, Telecom, and Network Operations, to ensure end-to-end system stability and compliance.</li></ul>

<ul><li>Strong experience with Web technologies and the infrastructure needed to support web applications (e.g. reverse proxies, application load balancers, CDNs, networks, Layer 7 firewalls, TLS certs, web servers, etc.)</li></ul>

Skill Set

In one or more in areas, like Enterprise systems (MS Dynamics 365 SAAS (CRM), IBM Maximo Application Suite, Oracle EBS 12.2.X/Fusion, ARM), Microsoft technologies (Azure, .NET Framework, SQL Server, SharePoint), Oracle Techstack (Primavera P6, Unifier, Oracle Cloud Infrastructure (OCI), Oracle Database), OpenText techstack (Content Management, BPM, Application Monitoring Tools).</div>

Senior Application Support Specialist Expert

<div>
 <ul>
 <li>
 Support the NOC Front Office by assisting L1 engineers in incident management related to the IP transport and security domain. Serve as an SME for IP Transport and SD-WAN technologies, providing technical guidance and expertise to internal teams and customers.
 
 </li>
 <li>
 Perform initial analysis and predefined troubleshooting, and escalate incidents to higher support levels when required.
 
 </li>
 <li>
 Participate in network design activities related to IP transport, SD-WAN, and security solutions, ensuring alignment with operational and customer requirements.
 
 </li>
 <li>
 Coordinate and manage network changes (planned activities, migrations, upgrades) in collaboration with engineering, operations, and vendor teams.
 
 </li>
 <li>
 Act as a customer-facing technical interface, supporting enterprise and internal stakeholders on IP and SD-WAN-related topics.
 
 </li>
 <li>
 Prepare and maintain basic health checks, service reports, and KPI reports for IP transport and SD-WAN services.
 
 </li>
 <li>
 Ensure adherence to network stability, security policies, and operational best practices.
 
 </li>
 <li>
 Act as the point of contact for all related SDWAN Technologies and IP Transport
 
 </li>
 <li>
 Performance Analysis, monitoring, and reporting
 
 </li>
 <li>
 Adhere to change and incident management approval and process
 </li>
 
 
 </ul>
 <ul>
 <li>
 Bachelor's in Telecom/Information Technology/Computer Networking Engineering or graduates in any relevant engineering domain.&nbsp;
 </li>
 <li>
 Minimum 5 years of experience operating and supporting in telecomm/system integrators/managed service vendor environment where Fortinet Security Solutions and IP/MPLS backbonce networks are part of daily operations.&bull;&nbsp;
 </li>
 <li>
 Knowledge of IP network and its routing protocol (IP/MPLS, IP Fabric, BGP, VXLAN, IPsec)
 </li>
 <li>
 Good background of Telco network (4G &amp; 5G (NSA + SA standards)
 </li>
 <li>
 Basic knowledge alarm analysis and network issue troubleshooting.
 </li>
 <li>
 Solid knowledge of network security and firewall technologies, including policy configuration, access control, NAT, VPN gateways, and security best practices.
 </li>
 <li>
 Strong expertise in SD‑WAN architecture, design, and troubleshooting, preferably with Fortinet (FortiGate / FortiManager / FortiAnalyzer)
 </li>
 <li>
 Solid hands‑on experience with IPSec VPN technologies, including site‑to‑site connectivity, secure overlays, and operational troubleshooting
 </li>
 <li>
 Solid working knowledge of IP/MPLS networking, including support of enterprise or service‑provider WAN environments.
 </li>
 <li>
 Strong background in IP technologies and Data Communication, including LAN, WAN, MPLS, VPN, and IP-based services.
 </li>
 <li>
 Experience in working on Nokia Service Router and WBX switch.
 </li>
 <li>
 Hands-on experience with SD-WAN technologies, including design, deployment, operations, and troubleshooting
 </li>
 <li>
 CCNA, NRS-1, Comptia Network+ or any relevant certification&nbsp;
 </li>
 </ul>
</div>

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2783 fixed l1 technical support advisor jobs In Qatar

Fixed L1 Technical Support Advisor

Fixed L1 Technical Support Advisor

Application L1 Support Engineer

Help Desk Engineer Role Summary

IP Transport & Security Engineer

Senior Application Support Specialist Expert

IP Transport & Security Engineer