L1 – IT Support Engineer
INTELLIGENT BUSINESS TECHNOLOGIES LLC is looking for dedicated and customer-focused L1 IT Helpdesk Support Engineer to join our IT support team. Serving as the first point of contact for end users experiencing technical issues, this role is responsible for providing prompt, professional, and effective assistance both remotely and on-site. The IT Support Engineer will coordinate incoming support requests received through the service desk tool, email, or phone, assisting with the categorization, prioritization, and assignment of tickets to the appropriate teams or personnel. The ideal candidate will have strong troubleshooting skills, excellent communication, and a solid understanding of IT systems and support processes.
Job Description
- Provide first-level technical support via phone, email, chat, remote or in person.
- Log, categorize, and track support tickets using the ITSM/Helpdesk ticketing system are resolved within SLA.
- Troubleshoot and resolve basic hardware, software, and network issues on Windows/macOS platforms.
- Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals.
- Excellent knowledge on MS Windows 10 & 11 operating system. Installation & troubleshooting
- Support MS Office 365 applications, email configuration on PC & Mobile devices.
- Hands-on working Knowledge on active directory operations such as user creations, dns record updates, DHCP record Updates, directory time and replication health check.
- Escalate unresolved issues to Level 2 or Level 3 support teams as necessary.
- Follow up on open incidents to ensure timely resolution and user satisfaction.
- Maintain documentation of known issues and solutions in the knowledge base.
- Support onboarding and offboarding processes for new and departing users.
- Adhere to IT policies, procedures, and security standards. Hands-on troubleshooting knowledge of LAN/WAN issues.
- Knowledge of various Antivirus systems.
- Ability to work with in-house applications.
- Pass on any feedback or suggestions by users to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Ability to handle management & C-Level users.
Qualifications:
- Bachelor’s or master’s degree in computer science or equivalent qualification
- 4 to 5 years of experience in a helpdesk or technical support role. (Preferably in the Health Care Sector)
- Excellent verbal and written communication skills in English
- Ability to work independently and as part of a team.
- Provide excellent customer service by effectively communicating solutions and maintaining a professional tone
- MCSE / MCP / MCSA / CCNA / ITIL Foundation certification is a plus.
Preferred Tools and Technologies:
- Ticketing systems such as ServiceNow, Freshservice, Zendesk, or Jira Service Desk.
- Remote support tools like AnyDesk, TeamViewer, or Microsoft Remote Desktop.
- Microsoft Exchange, SharePoint, OneDrive, and Teams support.
- Antivirus and endpoint protection tools (e.g., Symantec, Bitdefender, CrowdStrike).
Work Conditions:
- Full-time position for the Dubai Location
- May require on-site visits or rotational shifts depending on SLA requirements.
- A vehicle and a valid driving license
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