About the Role
This position involves handling complex and escalated incidents and service requests originating from Tier 1 support. The role requires a proactive approach to troubleshooting, conducting root-cause analyses, and identifying both workarounds and permanent solutions to technical issues. You will be coordinating efforts with internal IT teams, technical support teams, and vendors to effectively manage high-impact situations.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Responsibilities
- Handle complex and escalated incidents and service requests from Tier 1.
- Perform advanced troubleshooting, root-cause analysis, and identify workarounds or permanent solutions.
- Coordinate with internal IT teams, technical support teams, and vendors for high-impact issues.
- Validate escalated tickets and ensure accurate documentation before closure.
- Provide technical guidance, coaching, and knowledge transfer to Tier 1 teams.
- Maintain knowledge-base articles, known errors, and resolution procedures.
- Monitor incident trends, SLA performance, backlog, and recurring issues.
- Participate in problem management, major incident reviews, and continuous service improvement.
Requirements
- 5–10 years of experience in Service Desk, IT Support, or a related technical support role.
- Strong experience in incident, escalation, and service request management.
- Good knowledge of ITIL processes, SLA management, and ticketing systems.
- Strong troubleshooting and root-cause analysis skills.
- Experience coordinating with multiple IT teams and external vendors.
- Ability to prepare incident reports, service reports, and performance summaries.
- Strong communication, problem-solving, and customer-service skills.
- Experience mentoring or supporting Tier 1 Service Desk teams is preferred.
Benefits
