L1 Business Support Specialist

Location: Dubai, UAE (support delivery for a KSA-based enterprise client)
Compensation: AED 5,000-5,100
Employment Type: Full-time
Working Days: Sunday - Thursday (aligned to client's KSA business week)
Language: English (required), Arabic is a plus

About Micronisus
Micronisus Systems is a Dubai-based technology solutions company delivering enterprise applications, managed services, and digital transformation programs across the GCC. We build secure, scalable, and business-critical solutions for leading organizations across the region, helping our clients improve operational efficiency through modern technology and managed support services.

The Role
We are seeking an L1 Business Support Specialist to join our managed support team supporting a leading enterprise client in Saudi Arabia. You will be the first point of contact for users of business-critical enterprise applications, providing first-line support, resolving common issues, and ensuring every request is handled professionally and within agreed service levels.

What You’ll Do

• Serve as the first point of contact for users of enterprise business applications
• Log, classify, prioritize, and track support requests through the ticketing system
• Resolve first-level issues including user guidance, access requests, permissions, and basic troubleshooting
• Keep users informed of ticket progress and provide timely updates until resolution
• Escalate complex issues to L2 Technical Support with clear documentation and complete technical context
• Monitor assigned tickets and ensure SLA response targets are consistently met
• Contribute to the knowledge base by documenting recurring issues and proven solutions
• Promote user adoption of self-service resources and correct support channels

What We’re Looking For

• 1-3 years of experience in an IT Helpdesk, Service Desk, or Application Support role
• Experience using ticketing or ITSM platforms such as Jira Service Management, Freshservice, ServiceNow, or similar
• Excellent written and spoken English with strong customer service and communication skills
• Strong documentation and organizational skills
• Basic understanding of web applications, user access management, permissions, and business workflows
• Ability to work Sunday - Thursday aligned with KSA business hours

Nice to Have

• Arabic language skills
• ITIL Foundation certification
• Experience supporting BPM, workflow, or low-code platforms
• Previous experience supporting enterprise clients within the GCC
• Experience working in SLA-driven support environments

What We Offer

• Competitive salary with an annual renewable contract
• 30 days of annual leave
• Medical insurance coverage
• Opportunity to support enterprise-scale business applications used by a leading industrial organization
• Supportive, collaborative, and professional team culture
• Opportunities for career growth into L2 Support or Technical Engineering roles

Apply Now
If you enjoy helping users, solving problems, and working in a structured enterprise support environment, we'd love to hear from you. Join Micronisus Systems and help deliver reliable, high-quality support for mission-critical business applications.