L1 Support Engineer

Ektova Technologies PVT LTD; Dubai; On-site; AED 67,000 - 112,000; Full time

Benefits offered by this job

Structured learning & career growth

Exposure to enterprise systems

Supportive team environment

Work from home or office as per situat

Job summary

Ektova Technologies is seeking a proactive L1 Support Engineer in Dubai to provide first-level technical support via phone, email, chat or ticketing system. You will log, track, and manage incidents while troubleshooting basic hardware, software, network, and application issues.

Responsibilities include initial diagnosis, documentation, and escalation to L2/L3 teams as needed. The role requires 0–2 years of experience and willingness to work 24x7 shifts in a fast-paced IT environment.

Qualifications

• Bachelor’s degree or Diploma in IT, CS, or related field.
• 0–2 years of technical support or service desk experience.
• Basic knowledge of Windows/Linux OS, MS Office, and email systems.
• Understanding of TCP/IP, DNS, VPN fundamentals.
• Familiarity with ticketing tools (ServiceNow, Jira, Freshdesk).
• Good communication and customer-facing skills.
• Willingness to work in shifts / 24x7 support environments.

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.

Skills

Windows/Linux

MS Office

Email systems

Networking basics

Ticketing tools

Communication

Shift work

Education

Bachelor’s degree / Diploma in IT

Tools

ServiceNow

Jira

Freshdesk

Job description

Your Trusted Technological Partner - Shaping your Vision into Reality through Innovation, Design and Technology

Location: Dubai

Experience: 0-2 Yrs

Mode: Onsite

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:

• Basic cloud knowledge (AWS / Azure / GCP)
• Experience supporting web or SaaS applications
• Problem-solving mindset
• 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.