L1 IT Support Engineer

About the role

We are looking for a proactive, customer‑focused L1 IT Support Engineer to join our growing IT team in Dubai. As the first point of contact for end‑users, you will handle technical incidents, service requests, and help ensure smooth daily IT operations.

Key responsibilities

• Provide first‑line support for hardware, software, and network issues.
• Log, categorize, and prioritize tickets in the ITSM tool, escalating when necessary.
• Assist users with Office 365 applications such as Outlook, Teams, OneDrive, and SharePoint.
• Perform password resets, account provisioning, and access management.
• Document solutions and contribute to the knowledge base.
• Maintain compliance with IT policies, procedures, and security standards.

Required profile

• 0–2 years of experience in IT support or help‑desk roles.
• Basic understanding of ITIL concepts and incident/problem management.
• Strong communication skills and ability to work in a fast‑paced environment.
• Bachelor’s degree in Computer Science, IT or related field (preferred).

Required skills

• ITSM knowledge (ITIL, incident and problem management).
• Office 365 basics: Outlook, Teams, OneDrive, SharePoint.
• Basic troubleshooting of Windows OS, printers, and network connectivity.
• Familiarity with ticketing tools such as ServiceNow, Freshworks, or Jira Service Management.