IT Support Engineer L1

About the Role

We are looking for a motivated IT Support Engineer L1 based in Dubai, UAE, who will be responsible for providing first-level technical support to users and managing IT infrastructure to ensure efficient operation. Candidates should possess 1 to 3 years of experience in IT support or network operations center (NOC) monitoring, combined with solid troubleshooting aptitude and the ability to work efficiently in dynamic environments.

Key Responsibilities

• Deliver Level 1 technical assistance for end-user computing, systems, and IT infrastructure.
• Continuously watch the IT infrastructure through enterprise monitoring applications and react to system alerts.
• Document, prioritize, and resolve incidents and service requests via IT service management (ITSM) platforms.
• Conduct initial troubleshooting for network-related, server, and desktop issues.
• Refer more complex issues to higher-tier L2 or L3 support teams as necessary.
• Maintain comprehensive records of all incidents, resolutions, and operational activity.
• Work collaboratively with internal teams to ensure problems are resolved promptly and maintain uninterrupted service.

Candidate Requirements

• Between 1 and 3 years of experience in IT operations, helpdesk roles, or NOC monitoring.
• Familiarity with enterprise-level monitoring tools.
• Basic understanding of networking concepts and Windows/Linux server environments.
• Practical experience using ITSM software such as ServiceNow or BMC Remedy.
• Strong analytical skills, effective communication, and ability to cooperate in team settings.
• Fluency in Arabic, both spoken and written, at a business professional level is mandatory.