IT Support Technician (L0)

About the role

The L0 IT Support Technician is the first point of contact for users needing technical assistance. Working in Al Ruwais, the role focuses on basic troubleshooting, ticket handling and escalating more complex issues. The position ensures smooth daily IT operations through quick, accurate, and customer‑friendly support.

Key responsibilities

• Receive and log support requests via phone, email, chat or ticketing system.
• Troubleshoot hardware, software, network connectivity and user‑access problems.
• Provide step‑by‑step guidance for simple issues such as password resets and application errors.
• Escalate unresolved or complex tickets to L1/L2 teams with proper documentation.
• Monitor ticket queues to meet SLA targets and maintain knowledge‑base articles.
• Assist with onboarding tasks, including account setup and device preparation.

Required profile

• Basic understanding of Windows, macOS and common business applications.
• Familiarity with network fundamentals (Wi‑Fi, LAN, VPN).
• Ability to follow troubleshooting scripts and standard operating procedures.
• Strong communication and customer‑service skills.
• Capacity to multitask in a fast‑paced environment.
• Prior help‑desk or customer‑support experience is a plus.

Required skills

• Wi‑Fi
• Freshservice
• Active Directory
• Network basics
• ServiceNow
• Windows
• Jira
• MS Office
• VPN
• LAN
• Mac OS