Senior Technical Support Specialist

4 days ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Sharaf DG Full time

As an L1 Team Lead IT Support Expert at Sharaf DG, you will be responsible for overseeing the day-to-day activities of our first-level IT support team. You will work closely with the team to ensure timely resolution of incidents and service requests.

Responsibilities:
  • Team Leadership & Mentorship:
    • Lead, mentor, and coach a team of L1 support engineers to achieve both individual and team performance objectives.
  • Monitoring & Incident Coordination:
    • Oversee team activities related to monitoring application, infrastructure, and endpoint performance using tools like SolarWinds, Dynatrace, Nexthink, and ServiceNow.
  • Incident Management & Reporting:
    • Guarantee timely resolution of incidents and service requests by the L1 team.
  • Process Improvement & Knowledge Management:
    • Review support processes and workflows to identify areas for improvement and operational efficiency.
  • User Support & Communication:
    • Communicate incident status, updates, and resolutions effectively to end-users and stakeholders.
  • Collaboration & Cross-Functional Coordination:
    • Work closely with L2/L3 teams, development teams, and other IT departments to resolve issues and improve support operations.


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