Overview
Level 1/L1 Support Engineer Jobs in Doha, Qatar at Arab Solutions
Position: Level 1 (L1) Support Engineer
EMPLOYMENT TYPE:
Full-Time / Contract
Job Overview
We are seeking proactive and technically capable
L1 Support Engineers
to join a high-impact team responsible for operating and maintaining a next-generation Smart City Platform. This platform integrates AI, Digital Twin, IoT, and other smart technologies to power a
dynamic
urban ecosystem. As an L1 Engineer, you will serve as the first line of technical defense, ensuring uninterrupted platform operations and superior service delivery in line with defined SLAs.
This position offers the opportunity to work in a mission-critical environment that supports one of the region’s flagship smart cities, with a 5-year operational roadmap and progressive platform upgrades.
Key Responsibilities
Incident Management
Serve as the initial contact for all platform-related technical issues.
Log, categorize, and prioritize incidents using IT service management (ITSM) or ticketing systems.
Perform first-level diagnostics and resolve routine issues (e.g., connectivity checks, device reboots).
Escalate complex or unresolved issues to higher-level support teams (L2/L3).
Monitoring & System Checks
Continuously monitor system dashboards and platform health metrics.
Conduct scheduled system checks and report anomalies or alerts.
Ensure platform uptime, availability, and performance in accordance with SLAs.
Technical Support
Assist with patch rollouts, configuration updates, and platform adjustments under L2/L3 guidance.
Provide end-user support and guide operational teams in basic troubleshooting steps.
Documentation & Reporting
Maintain detailed records of incidents, troubleshooting steps, and resolutions.
Update internal knowledge bases to streamline future support activities.
Generate periodic reports highlighting incident trends and recommending proactive measures.
Communication & Coordination
Deliver clear, professional communication to internal stakeholders, support teams, and operations staff.
Provide timely status updates on issue progress and resolutions.
Participate in shift handovers and contribute to operational briefings.
TECHNOLOGIES & ENVIRONMENTS
Exposure to modern Smart City Platforms (IoT, AI, Digital Twin, etc.)
IP-based systems, networking basics, and hybrid environments (Windows/Linux)
Monitoring and ticketing tools such as Service Now, Freshdesk, or similar ITSM platforms
Qualifications & Experience
Minimum Requirements :
Diploma or Bachelor’s degree in Information Technology, Computer Science, Electronics, or related fields
1–2 years of experience in an IT Helpdesk, Technical Support, or Network Operations Center (NOC) environment
Preferred
Prior experience supporting smart city, IoT, or large-scale infrastructure platforms
Working knowledge of Arabic (spoken and written)
ITIL Foundation certification or understanding of IT service management best practices
KEY COMPETENCIES
Strong analytical and troubleshooting skills
Excellent communication and teamwork abilities
Ability to manage time effectively in a fast-paced environment
Adaptability, continuous learning mindset, and attention to detail
Critical thinking and commitment to achieving operational excellence
Skills:
technical support,networking basics,incident management,it service management (itsm),troubleshooting,checks,monitoring tools,documentation,it,
communication
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Title: Level 1/L1 Support Engineer
Company: Arab Solutions
Location: Doha, Qatar
Category: IT/Tech (IT Support, Technical Support, Systems Administrator, Network Administrator)
