L1 Support Engineer – Network & Infrastructure

Role Overview

An opportunity is open for an L1 Support Engineer to handle first-level support across enterprise network and infrastructure setups. The role focuses on keeping IT services running smoothly by watching system health, responding to incidents, carrying out basic diagnostics, and escalating more involved issues within the required service timelines.

Relocation Requirement

This position is located in Sharjah, UAE. Candidates living outside the UAE may apply, but only those who are genuinely prepared to relocate to Sharjah will be shortlisted. Please submit your application only if relocation is feasible for you.

Key Responsibilities

• Act as the initial point of contact for issues related to networks, servers, and infrastructure.
• Track the health of infrastructure systems using enterprise monitoring platforms.
• Record incidents in the ITSM platform, assign categories and priorities, and work toward resolution.
• Carry out first-level troubleshooting for Windows operating systems, connectivity issues, printers, and general end-user infrastructure.
• Pass unresolved cases to L2 or L3 teams in line with SLA commitments.
• Handle basic user administration tasks, including account support, password resets, and foundational Active Directory work.
• Assist with regular server checks and ongoing system monitoring.
• Maintain clear records of incidents, fixes, and knowledge base content.
• Follow ITIL incident management practices and related process requirements.
• Provide strong customer support while meeting agreed service targets.

Requirements

• A bachelor’s degree in Information Technology, Computer Science, or a comparable diploma is required.
• Between 6 and 9 years of experience in technical support or IT infrastructure is expected.
• Solid working knowledge of Windows environments and Microsoft technologies is necessary.
• Good understanding of TCP/IP, DNS, DHCP, LAN/WAN, and core networking principles is needed.
• Hands-on exposure to Active Directory and Office 365 administration is required.
• Experience with ITSM platforms such as ServiceNow, Jira, or ManageEngine is preferred.
• Familiarity with ITIL-based incident handling is important.
• Strong troubleshooting ability, communication skills, and customer service orientation are essential.

Preferred Certifications

• CCNA
• CompTIA Network+
• Microsoft Fundamentals
• ITIL Foundation