IT Support Engineer L1

About the role

We are looking for a proactive Level-1 IT Support Engineer to join our Dubai team. The role focuses on delivering first-line technical assistance, monitoring infrastructure, and ensuring smooth operation of end-user services 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 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.
• Business-level proficiency in Arabic (spoken and written).
• Strong problem-solving, communication, and teamwork abilities.

Required skills

• Experience with enterprise monitoring tools.
• Basic knowledge of networking concepts.
• Familiarity with Windows and Linux server environments.
• Hands‑on experience with ITSM tools such as ServiceNow or BMC Remedy.