L1 Support Engineer

Your Trusted Technological Partner - Shaping your Vision into Reality through Innovation, Design and Technology

Location: Dubai

Experience: 0-2 Yrs

Mode: Onsite

We are looking for a proactive L1 Support Engineer to provide first-level technical support to end users. The role involves troubleshooting basic issues, handling service requests, and ensuring timely resolution or escalation as per defined SLAs.

About the Role:

  • Job Title: L1 Support Engineer
  • Department: IT / Technical Support
  • Location: Dubai, UAE
  • Experience: 0–2 years

Key Responsibilities:

  • Provide Level 1 technical support via phone, email, chat, or ticketing system
  • Log, track, and manage incidents and service requests
  • Troubleshoot basic hardware, software, network, and application issues
  • Perform initial diagnosis and resolve known issues using SOPs and knowledge base
  • Escalate complex issues to L2/L3 teams with proper documentation
  • Monitor system alerts and respond to incidents
  • Ensure adherence to SLAs and ITIL processes
  • Maintain accurate ticket updates and closure notes
  • Provide basic user guidance and support

Required Skills & Qualifications:

  • Bachelor’s degree / Diploma in IT, Computer Science, or related field
  • 0–2 years of experience in technical support or service desk
  • Basic knowledge of Windows/Linux OS, MS Office, and email systems
  • Understanding of network fundamentals (TCP/IP, DNS, VPN)
  • Familiarity with ticketing tools (ServiceNow, Jira, Freshdesk, etc.)
  • Good communication and customer-handling skills
  • Willingness to work in shifts / 24×7 support environments

Preferred Skills:

  • Basic cloud knowledge (A
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