Job Summary:
The L1 Support and Operations Engineer is responsible for providing first-line technical support, monitoring system operations, and ensuring the smooth running of IT services. This role focuses on identifying, analyzing, and resolving basic technical issues while escalating complex problems to higher-level support teams as needed.
Key Responsibilities:
· Monitor systems, servers, and applications to ensure operational availability and performance.
· Handle and resolve Level 1 incidents and service requests in accordance with SLAs.
· Escalate unresolved or complex issues to L2/L3 support teams following proper procedures.
· Track, document, and update incidents and resolutions using ITSM tools.
· Perform basic troubleshooting for Windows and Linux operating systems.
· Support scheduled maintenance tasks, system restarts, and deployment activities under supervision.
· Collaborate with infrastructure, network, and application teams to ensure service continuity.
· Generate and review monitoring dashboards and alert reports.
· Ensure proper communication with users and internal teams during incidents or service disruptions.
Requirements
· Minimum of one year of hands-on experience in technical support or system operations.
· Proven track record in handling and resolving IT incidents within large-scale operational environments.
Technical Skills:
· Basic knowledge of Windows and Linux operating systems, including execution of basic maintenance commands.
· Familiarity with monitoring tools, dashboards, and alerting systems (Monitoring & Dashboards).
· Basic understanding of networking and databases to effectively collaborate with advanced technical teams.
Certifications and Standard Knowledge:
· ITIL Foundation certification or equivalent is preferred.
· Understanding of ITSM practices, including incident management, problem management, and request fulfillment.
Top Skills
What We Do
A dynamic solution provider, passionate about building smart, modular, comprehensive, and sustainable solutions for today’s world of business.
We resolve problems, improve operations and enhance customer experience through technology as we help our clients find better, smarter ways to perform business and modernize the way they work. Since our establishment in 2014, our 400+ Skilled engineers have been strongly committed to our 100+ enterprise Customers’ satisfaction by helping them overcome their challenges and supporting their journey towards a more agile business in more than 14 Countries. Our offices are across the globe in USA, UK, UAE, KSA and Egypt.
Advansys ESC is part of INTRO Group, which was founded in 1980 and currently employs more than 2,500 skilled calibers. The group encompasses a wide range of companies in several sectors, including oil and gas, construction, pharmaceutical, engineering, and trading and commercial representation.
We are specialized in a wide array of premium services including Business Automation, Low-code Development, Cloud Services, Industrial Digitization, Warehouse Automation and Strategic Outsourcing.
For more info:
[email protected]
