L1 Service Desk Engineer, 7028
Posted on :
06-08-2025
Employer Active
1 Vacancy
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Job Description
Job Summary (Service Desk Support) List Format
- Act as the first point of contact for users via phone email or ticketing system.
- Log categorize and assign incidents and service requests.
- Perform basic troubleshooting for hardware software email network and printer issues.
- Manage basic user account tasks such as password resets and Active Directory updates.
- Escalate unresolved issues to higher-level or specialized support teams.
- Provide timely and regular updates to users regarding ticket status and resolution.
- Monitor IT infrastructure including systems network devices servers and applications using monitoring tools (e.g. N-able SolarWinds Zabbix ManageEngine).
- Respond to monitoring alerts by verifying documenting and escalating issues as required.
- Conduct routine health checks and report any anomalies or recurring performance issues.
- Maintain documentation and assist in tracking frequent alerts or problems.
- Utilize ITSM ticketing tools (e.g. ServiceNow Symphony) for incident and request management.
- Demonstrate basic knowledge of Windows OS Microsoft Office Active Directory and remote support tools.
- Possess understanding of basic networking and server concepts.
- Exhibit excellent communication and interpersonal skills.
- Work effectively in a fast-paced team-oriented environment.
- Flexible to work rotational shifts or in a 24x7 support setting including weekends and holidays as per roster.
- Educational requirement: Bachelors degree or diploma in Computer Science IT or related field.
- 2-5 years experience in technical support or infrastructure monitoring roles (UAE experience preferred).
- Preferred certifications: ITIL Foundation CompTIA A or Network (not mandatory).
- Act as the first point of contact for users via phone email or ticketing system.
- Log categorize and assign incidents and service requests.
- Perform basic troubleshooting for hardware software email network and printer issues.
- Manage basic user account tasks such as password resets and Active Directory updates.
- Escalate unresolved issues to higher-level or specialized support teams.
- Provide timely and regular updates to users regarding ticket status and resolution.
- Monitor IT infrastructure including systems network devices servers and applications using monitoring tools (e.g. N-able SolarWinds Zabbix ManageEngine).
- Respond to monitoring alerts by verifying documenting and escalating issues as required.
- Conduct routine health checks and report any anomalies or recurring performance issues.
- Maintain documentation and assist in tracking frequent alerts or problems.
- Utilize ITSM ticketing tools (e.g. ServiceNow Symphony) for incident and request management.
- Demonstrate basic knowledge of Windows OS Microsoft Office Active Directory and remote support tools.
- Possess understanding of basic networking and server concepts.
- Exhibit excellent communication and interpersonal skills.
- Work effectively in a fast-paced team-oriented environment.
- Flexible to work rotational shifts or in a 24x7 support setting including weekends and holidays as per roster.
- Educational requirement: Bachelors degree or diploma in Computer Science IT or related field.
- 2-5 years experience in technical support or infrastructure monitoring roles (UAE experience preferred).
- Preferred certifications: ITIL Foundation CompTIA A or Network (not mandatory).
Employment Type
Full-time
Key Skills
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