L1 Support Engineer

Jobmaze FZ LLC; Dubai; On-site; AED 78,000 - 112,000; Full time

Job summary

Jobmaze FZ LLC in Dubai is seeking an experienced L1 Support Engineer to provide first-level technical support, troubleshoot application issues, and ensure timely resolution of customer queries.

You will handle tickets, assist users with portal access and configurations, monitor invoice processing, and escalate complex issues to L2 Support while maintaining thorough documentation for every interaction.

Qualifications

• 2–4 years of experience in L1 Technical Support or Application Support.
• Basic knowledge of SQL.
• Experience in application troubleshooting and issue resolution.
• Familiarity with ticketing systems and support processes.
• Strong communication and customer service skills.
• Good documentation and problem-solving abilities.

Responsibilities

• Handle customer support tickets and technical queries.
• Assist users with portal access, configurations, and application-related issues.
• Monitor invoice processing status and resolve basic errors.
• Troubleshoot first-level application and system issues.
• Escalate complex technical issues to L2 Support.
• Maintain accurate ticket documentation and provide timely customer updates.

Skills

SQL basics

Customer service

Ticketing systems

Problem solving

Communication skills

Job description

We are hiring an experienced L1 Support Engineer for our client in Dubai to provide first-level technical support, troubleshoot application issues, and ensure timely resolution of customer queries.

Key Responsibilities:

• Handle customer support tickets and technical queries.
• Assist users with portal access, configurations, and application-related issues.
• Monitor invoice processing status and resolve basic errors.
• Troubleshoot first-level application and system issues.
• Escalate complex technical issues to L2 Support.
• Maintain accurate ticket documentation and provide timely customer updates.

Key Requirements:

• 2-4 years of experience in L1 Technical Support or Application Support.
• Basic knowledge of SQL.
• Experience in application troubleshooting and issue resolution.
• Familiarity with ticketing systems and support processes.
• Strong communication and customer service skills.
• Good documentation and problem-solving abilities.

Candidates with experience in application support, ERP systems, or E-Invoicing platforms are encouraged to apply.