L1 Support Engineer

WE ARE HIRING – L1 SUPPORT AGENT | ENTERPRISE APPLICATIONS

Company: TESTUNITY LLC-FZ
Location: Dubai, UAE
Role: L1 Support Agent – Enterprise Applications
Openings: 3
Employment: Full-Time | 24×7 Rotating Shifts
Work Mode: Remote / Work from Office
Joining: Immediate
Contract: 6 Months, Renewable Annually

About the Role

TestUnity is looking for L1 Support Agents to provide round-the-clock application support for enterprise clients across Salesforce, Freshdesk, and ServiceNow.

You will be the first point of contact for incoming tickets, responsible for ticket acknowledgement, triage, L1 resolution, SLA management, escalation, and proper shift handover.

Key ResponsibilitiesReceive and acknowledge incoming tickets within defined SLA timelines

• Triage, categorize, and prioritize tickets from P1 to P4
• Resolve L1 issues such as password resets, user access, navigation queries, and basic configuration issues
• Escalate P1/P2 and out-of-scope issues to the L2 team within SLA
• Maintain complete and accurate ticket documentation
• Prepare detailed shift handover notes covering open incidents, status, and pending actions
• Monitor and track SLA compliance
• Identify recurring issues and anomalies and highlight them through weekly SLA reporting
• Ensure smooth communication and handover between shifts
• Work independently during night, weekend, and holiday shifts when required

SLA Targets

P1 – Critical
First Response: 15 minutes
Escalation: 30 minutes
Resolution: 1 hour

P2 – High
First Response: 30 minutes
Escalation: 1 hour
Resolution: 2 hours

P3 – Medium
First Response: 2 hours
Escalation: 4 hours
Resolution: 24 hours

P4 – Low
First Response: 4 hours
Escalation: 8 hours
Resolution: 72 hours

All SLA timers operate on a 24×7 calendar-hour basis.

Required Skills & Experience

• 1–3 years of experience in Customer Support, Service Desk, Helpdesk, or Application Support
• Hands-on experience with at least one of: Salesforce, Freshdesk, or ServiceNow
• Knowledge of ticket triage and SLA management
• Basic Salesforce L1 administration/user support knowledge
• ServiceNow L1 support experience
• Strong written English and communication skills
• Ability to work independently in rotational shifts, including nights and weekends
• Strong documentation and shift-handover practices

Good to Have

• ITIL Foundation certification
• Salesforce Administrator certification
• ServiceNow CSA certification
• FMCG domain experience
• WhatsApp Business workflow experience

Benefits:

• Work from home

Work Location: Remote