Support Engineer L1 - Saudi National - Riyadh,KSA

Job Summary::
DeepSource Technologies is looking for a proactive and motivated Support Engineer L1 to join our dynamic team. This position is exclusively open to Saudi nationals. The successful candidate will provide first-line support to our clients, ensuring issues are resolved quickly and efficiently while delivering an exceptional customer experience.

Key Responsibilities::

• Respond to customer inquiries via phone, email, and ticketing systems, providing accurate and timely solutions.
• Diagnose and troubleshoot hardware and software issues.
• Assist in the setup, configuration, and installation of software applications and systems.
• Document and track all support requests in the ticketing system.
• Escalate complex issues to higher-level support teams when necessary.
• Provide clear and concise communication to customers regarding the status of their requests.
• Contribute to the development of knowledge base articles and documentation for common issues and solutions.
• Participate in training sessions to enhance technical skills and knowledge about company products and services.

Requirements:

• Education:
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience:
• 1-2 years of technical support experience, preferably in an IT helpdesk or support role.
• Technical Skills:
• Basic knowledge of operating systems (Windows, Linux) and common software applications.
• Familiarity with network concepts and troubleshooting.
• Experience with ticketing systems (e.g., Jira, ServiceNow) is a plus.
• Soft Skills:
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Languages:
• Fluency in Arabic and English is required.