L1 Support Service Manager (1+ Years) – Abu Dhabi, UAE

Net2Source Inc.; Emiratos Árabes Unidos; Presencial; AED 40.000 - 60.000; Jornada completa

Descripción de la vacante

Net2Source Inc. in Abu Dhabi is seeking an entry-level L1 Support Service Manager to join immediately. This role requires 1+ year of experience in L1 or Application Support and hands-on Jira, ITSM, incident management, service requests, and troubleshooting. Fluent Arabic and English are mandatory.

The position focuses on Level 1 and application support, ticket handling in Jira, SLA monitoring, and escalation as needed. Immediate joiners only; notice periods are not considered.

Formación

• Entry-level IT support role requiring 1+ years of experience in L1 or application support.
• Fluency in Arabic and English is mandatory.

Responsabilidades

• Handle Level 1 and application support issues.
• Manage and track support tickets using Jira.
• Handle incident management and service requests.
• Troubleshoot and resolve Level 1 technical issues.
• Prioritise tickets based on urgency and importance.
• Monitor Service Level Agreements (SLAs).
• Escalate unresolved issues to the appropriate support teams.

Conocimientos

Arabic & English communication

L1 Support

Troubleshooting L1 issues

Herramientas

Jira

ITSM

Descripción del empleo

Location: Abu Dhabi, United Arab Emirates
Experience: 1+ Years
Job Level: Entry Level
Availability: Immediate Joiners Only
Job Category: Information Technology, IT Support, Application Support, IT Service Management

Job Overview

An immediate hiring opportunity is available for an L1 Support Service Manager in Abu Dhabi, UAE.

This is an entry-level position requiring at least one year of experience in L1 or Application Support. The ideal candidate should have hands‑on experience with Jira ticket management, IT Service Management (ITSM), incident management, service requests, and troubleshooting L1 technical issues.

Fluent communication in both Arabic and English is mandatory. Candidates must be available to join immediately, as applicants serving a notice period will not be considered.

Key Responsibilities

• Handle Level 1 and application support issues.
• Manage and track support tickets using Jira.
• Handle incident management and service requests.
• Troubleshoot and resolve Level 1 technical issues.
• Prioritise tickets based on urgency and importance.
• Monitor Service Level Agreements (SLAs).
• Escalate unresolved issues to the appropriate support teams.

Note: Responsibilities are based on the requirements provided in the job announcement.

Requirements & Qualifications

• Minimum 1+ years of experience in L1 / Application Support.
• Hands‑on experience with Jira ticket management.
• Knowledge of ITSM, Incident Management, and Service Requests.
• Ability to troubleshoot and resolve L1 issues.
• Understanding of SLAs, ticket prioritisation, and escalation procedures.
• Fluent Arabic communication skills – mandatory.
• Fluent English communication skills – mandatory.
• Must be an immediate joiner.
• Candidates serving a notice period will not be considered.

Visa Preference:

Candidates with their own visa are preferred, including:

• Family Sponsorship Visa
• Employment Visa with NOC
• Golden Visa
• Student Visa

Salary, Benefits & Career Growth

Salary and employment benefits have not been specified. This is an entry‑level opportunity in IT service and application support.