IT Support Engineer Level 1

Overview

We are looking for a diligent IT Support Engineer L1 based in Dubai to deliver first-line technical assistance and maintain reliable IT infrastructure and end-user operations. This role requires a candidate with 1 to 3 years of background in IT support environments such as helpdesk or Network Operations Center (NOC), skilled in troubleshooting and operating efficiently under dynamic conditions.

Key Duties

• Offer Level 1 technical support to users involving systems and overall IT infrastructure.
• Continuously monitor IT setups and address alarms using enterprise-grade monitoring solutions.
• Manage incident logging, prioritization, and resolution through IT Service Management platforms.
• Conduct initial troubleshooting for network, server, and desktop system issues.
• Refer complex problems to advanced support levels (Level 2/3) as necessary.
• Keep detailed records of incident handling, solution approaches, and daily operational tasks.
• Work collaboratively with various internal departments to guarantee prompt problem resolution and uninterrupted service.

Essential Qualifications

• Between 1 and 3 years of experience in IT operations, helpdesk service, or NOC monitoring roles.
• Familiarity with enterprise IT monitoring applications.
• Basic understanding of networking principles and Windows or Linux server management.
• Practical knowledge of ITSM software such as ServiceNow or BMC Remedy.
• Excellent analytical, communication, and collaboration abilities.
• Proficient spoken and written Arabic at business level is a mandatory requirement.