L1 IT Support Engineer

About the Company

This UAE-based consumer technology business develops the digital backbone of daily life, with strong emphasis on AI-led fintech, communications, and digital services. Its approach, known as the Blueprint of Simplicity, is centered on designing technology around how people actually live and work, with the aim of improving connectivity, widening financial access, and making routine tasks easier.

The company’s leading platform, botim, is positioned as a trusted fintech and communications solution across the region. It brings together secure VoIP, action-oriented AI, and practical money features for everyday use. Through botim money, the business offers financial services for both individuals and SMEs, helping simplify payments, transfers, and access to credit. The platform currently supports more than 150 million users globally.

Its lending and finance engine, Quantix, enables fast, regulated credit across the ecosystem, including products such as CashNow for immediate access to funds. From communication to credit and from everyday services to bigger financial goals, the organization is working to reshape how people in the region stay connected and financially included.

Role Overview

The company is looking for a proactive, service-oriented L1 IT Support Engineer to be the first contact point for end users. The role focuses on resolving technical issues, managing service requests, and keeping IT operations running smoothly. A solid understanding of IT Service Management practices and basic knowledge of Microsoft Office 365 are important for success in this position.

Key Responsibilities

• Serve as the initial support contact for IT incidents and service requests.
• Create, classify, and rank tickets in the ITSM platform, making sure issues are handled promptly or escalated when needed.
• Carry out fundamental troubleshooting for hardware, software, and network-related problems.
• Assist users with Microsoft Office 365 tools such as Outlook, Teams, OneDrive, and SharePoint.
• Handle password resets, user account setup, and access permissions.
• Escalate more complex issues to L2/L3 teams while continuing to track ownership until the matter is closed.
• Record fixes and add useful information to the knowledge base for repeated issues.
• Follow internal IT policies, processes, and security requirements.
• Provide strong customer service and help maintain a positive user experience.

Required Skills and Experience

• Working knowledge of ITSM and ITIL concepts, including incident, problem, and service request handling.
• Basic understanding of Office 365 applications such as Outlook, Teams, OneDrive, and SharePoint.
• Ability to troubleshoot Windows operating systems, printers, and network connectivity issues.
• Clear communication and good interpersonal skills for effective user support.
• Comfort working in a fast-moving environment and handling several tasks at once.
• 0 to 2 years of experience in IT support or helpdesk roles.
• A bachelor’s degree in Computer Science, Information Technology, or a related discipline is preferred.

Nice to Have

• ITIL Foundation or Microsoft 365 Fundamentals (MS-900) certification would be an added advantage.
• Experience with ticketing platforms such as ServiceNow, Freshworks, or Jira Service Management is beneficial.
• Ability to communicate in multiple languages, especially when supporting diverse or VIP user groups, is a plus.

Additional Information

This position is based in Dubai, UAE.