IT Support Engineer L1

About the role

We are looking for a proactive IT Support Engineer L1 to join our Dubai team. You will be the first point of contact for end‑users, ensuring smooth operation of IT infrastructure and delivering timely technical assistance in a fast‑paced environment.

Key responsibilities

• Provide Level 1 technical support for end‑users, systems, and IT infrastructure.
• Monitor IT systems and respond to alerts using enterprise monitoring tools.
• Log, prioritize, and resolve incidents and service requests through ITSM platforms.
• Perform basic troubleshooting of network, server, and desktop‑related issues.
• Escalate complex incidents to Level 2/3 support teams when required.
• Maintain accurate documentation of incidents, resolutions, and operational activities.
• Collaborate with internal teams to ensure timely issue resolution and service continuity.

Required profile

• 1–3 years of experience in IT operations, Helpdesk, or NOC monitoring.
• Exposure to enterprise monitoring tools.
• Basic knowledge of networking and Windows/Linux server environments.
• Hands‑on experience with ITSM tools such as ServiceNow or BMC Remedy.
• Strong problem‑solving, communication, and teamwork skills.
• Business proficiency in Arabic (spoken and written) is mandatory.

Required skills

• ServiceNow (or similar ITSM platform)
• BMC Remedy
• Windows operating system
• Linux operating system
• Fundamental networking concepts
• Enterprise monitoring tools