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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.