L1 Technical Support Agent

e-Sehha is looking for a motivated L1 Technical Support Agent to join its Technical Support team and provide first-line support for technical and operational issues while ensuring service excellence and SLA compliance. Key Responsibilities: - Receive logged tickets from the L0 Support Team - Analyze and troubleshoot requests submitted through the ticketing system - Provide first-level technical support and respond to non-technical inquiries within the agreed SLA - Escalate issues beyond the L1 scope to the assigned L2 Support Team - Follow up on escalated tickets and coordinate with L2 and L3 teams to ensure timely resolution and SLA compliance Requirements: - Bachelor's degree in a technical or related field - Proficiency in both Arabic and English - Excellent communication and customer service skills - Strong analytical and problem-solving abilities - 1–2 years of experience in Technical Support or a related IT field - Experience or knowledge in the Healthcare sector is an advantage - Degree in Health Informatics is a plus - Willingness to work onsite in shifts (A, B, C) in Riyadh - Previous knowledge of NPHIES is a plus - Valid transferable IQAMA for non-Saudi applicants What We Offer: - Competitive salary and benefits - Professional work environment - Career growth and development opportunities - Opportunity to contribute to Saudi Arabia's digital healthcare transformation