To serve as the first line of technical support for the operational platform. The L1 engineer is responsible for incident logging, initial diagnostics, basic issue resolution, and monitoring system performance to ensure seamless operation of the platform in line with service level agreements (SLAs).
Accountabilities:
Incident Management:
- Act as the initial point of contact for technical issues.
- Log, categorize, and prioritize incidents in the IT service management (ITSM) or ticketing system.
- Perform initial diagnostics and resolve minor issues, such as device resets or connectivity checks.
- Escalate unresolved or complex issues to L2/L3 teams according to escalation procedures.
Monitoring & System Checks:
- Monitor the platform through centralized dashboards and the monitoring platform.
- Conduct routine checks on the platform and report any anomalies or alerts.
- Ensure proper system operation and uptime as per SLA requirements.
Technical Support:
- Support teams with basic troubleshooting guidance.
- Assist in the rollout of patches or configuration updates when directed by L2 or Operations.
Documentation & Reporting:
- Maintain accurate records of incidents, resolutions, and escalations.
- Update knowledge base documentation to aid future troubleshooting and support.
- Prepare reports on recurring issues and suggest improvements to reduce incident frequency.
Communication & Coordination:
- Communicate clearly with internal teams, control room operators, and support engineers.
- Provide timely updates to stakeholders on incident status and resolution progress.
- Participate in support shift handovers and operational briefings.
Qualifications:
- Diploma or bachelor’s degree in IT, electronics, computer science, or related fields.
- 5-8 years of experience in IT helpdesk or technical support (in a smart city or infrastructure setting).
- ITIL Foundation certification or basic understanding of IT service management processes.
- Prior experience with smart city platforms.
- Working knowledge of Arabic (spoken and written).
- Basic knowledge of networking, IP-based systems, and Windows/Linux environments.
- Familiarity with ticketing tools such as ITSM, ServiceNow, Freshdesk, or similar.
About the company
As part of a large engineering group, we empower global industry leaders to implement strategies and execute complex projects worldwide, fully compliant with regulations.
With expertise in project services (project management, project control, procurement, construction, commissioning…), we offer innovative solutions that ensure success across all project phases while maintaining high quality and safety standards.
We help organizations meet goals while staying on time, at the lowest possible cost, and in line with requirements.
Our key commitments:
– Commitment to integrity, health, safety, and environmental protection. 🛡️
– Expertise from a board of 50 top energy industry leaders driving project success. 👥
– Global delivery capabilities, built on experience with major industry players. 🌐
With 30% of our activity in renewable energy, Anotech embraces a market-driven approach focused on continuous innovation.
