IT Support Engineer (Level 1)

About the role

VaporVM is looking for a proactive IT Support Engineer L1 to deliver first‑line technical assistance and keep the IT environment running smoothly. You will work in a fast‑paced setting, handling user requests, monitoring alerts and collaborating with internal teams to maintain service continuity.

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 via ITSM platforms.
• Troubleshoot basic network, server and desktop issues.
• Escalate complex incidents to Level 2/3 support when needed.
• Maintain accurate documentation of incidents, resolutions and operational activities.
• Collaborate with internal teams to ensure timely issue resolution.

Required profile

• 1–3 years of experience in IT operations, helpdesk or NOC monitoring.
• Basic knowledge of networking and Windows/Linux server environments.
• Strong problem‑solving, communication and teamwork abilities.
• Business‑level proficiency in Arabic (spoken and written).

Required skills

• Enterprise monitoring tools
• ITSM tools (ServiceNow, BMC Remedy)
• Linux Server
• Windows
• Networking