L1 Team Lead

3 weeks ago


Dubai, United Arab Emirates Ceenex Global LLC Full time

We are urgently hiring for **L1 Team Lead **for our client company in Dubai.

No. of openings: 2

Must have requirement: Arabic Language

Must have a valid UAE Driving License

**Scope of Work**:

- Managing the help desk team and evaluate performance.
- Ensuring end user service is timely and accurate on daily basis.

Contribute to improving customer support by actively responding to queries and handling complaints.
- Establish best practices through the entire technical support process.
- Develop daily, weekly and monthly reports on help desk team’s productivity.

Maintain ongoing communication of incident updates to customers provided by 2nd and 3rd line support teams.
- Ticket management of Incidents, Problems, Change and New Requests.
- Maintenance schedules through the maintenance calendar and tasks.

Maintain the incident ticket database, ensuring incidents are set to the correct priority, state and are within SLA for response and resolution.
- Engage with required stakeholders to provide Root Cause Analysis (RCA) for outages.

Understanding ITIL Service Lifecycle, incident management concepts, problem management, workflows and complete IT Service Management.

**Requirements**:

- 4-5 years of experience in software industry in general with minimum 3 year in similar customer support role
- Bachelor’s degree in computer science, engineering, or a related field preferred but not mandatory.
- Experience in a similar role would be advantageous.
- Excellent technical, diagnostic, and troubleshooting skills.
- Strong leadership and organizational abilities.
- Willingness to build professional relationships with staff and clients.
- Excellent communication, motivational, and interpersonal skills.
- Should possess a **UAE Driving License**:

- Should know fluent English Language
- Arabic Language: Preferred

Working Hours: Rotational Shifts basis between 7:00 am to 10:00 pm, and on-call beyond 10:00 pm.

**Job Type**: Contract
Contract length: 12 months

Application Question(s):

- Do you possess a UAE Driving Licence?

**Experience**:

- L1 Technical: 4 years (required)
- Customer Support Role: 3 years (required)

**Language**:

- English (required)
- Arabic (preferred)

**Location**:

- Dubai (required)

Application Deadline: 31/05/2024


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