L1 Technical Support Engineer

 Job Summary:

Job Location:

AUH – Abu Dhabi,

SHJ – Sharjah,

RAK – Ras Al Khaimah,

FUJ – Fujairah,

Ain – Al Ain

We are seeking a Level 1 Technical Support Engineer to provide first-line technical support for IT systems, ensuring smooth operations across hardware, software, and network environments. This role involves incident management, troubleshooting, preventive maintenance, and working in a 24/7 shift-based environment to support end-users effectively.

Key Responsibilities:

• Receive, log, and categorize incidents using an IT ticketing system (e.g., ServiceNow, Jira, Remedy).

• Troubleshoot and resolve Level 1 IT issues or escalate complex problems.

• Track and follow up on open tickets to ensure timely resolution.

• Document issues, solutions, and resolution steps accurately.

• Provide first-level support for Windows-based systems and applications.

• Assist users with login/authentication issues (LDAP, Active Directory).

• Monitor system performance and escalate potential risks.

• Diagnose and troubleshoot system and network problems, software faults, or hardware complications.

• Diagnose and solve hardware or software faults, including account setup and network configuration.

• Perform software installations, configurations, and troubleshooting.

• Support driver and firmware updates when needed.

• Install and configure computer systems and applications.

• Maintain and update IT asset inventory records.

• Assist in hardware replacements and stock management.

• Conduct routine checks on IT infrastructure.

• Support system updates, patches, and scheduled maintenance.

• Assist users with enterprise applications and common software.

• Analyze system logs to identify and troubleshoot issues.

• Manage user accounts and permissions in domain environments.

• Ensure adherence to IT security policies and best practices.

• Set up user accounts and profiles on the network.

• Work in 24/7 rotational shifts, ensuring continuous IT support.

• Collaborate with cross-functional teams and escalate issues when necessary.

Required Skills & Qualifications: Technical Skills:

• Experience with incident management tools (ServiceNow, Jira, Remedy, etc.).

• knowledge of Windows OS, Active Directory, and LDAP.

• Familiarity with PC hardware troubleshooting and software configurations.

• Experience in analyzing system and application logs.

• networking knowledge (IP addressing, DNS, DHCP).

• Understanding of preventive and corrective maintenance (PM/CM).

• Knowledge of common enterprise applications (Microsoft Office, VPNs, antivirus tools).

• Exposure to inventory management tools.

• Basic scripting or automation knowledge (PowerShell, Bash) is a plus.

Soft Skills:

• Strong problem-solving and analytical skills.

• Good verbal and written communication.

• Ability to work under pressure and manage multiple tasks.

• Customer service-oriented with a proactive mindset.

• Team player with strong collaboration skills. Qualifications:

• Bachelor’s degree in IT, Computer Science (preferred).

• 3-5 years of experience in an IT support.

• Certifications such as ITIL Foundation, CompTIA A+, or Microsoft certifications are a plus.

• Willingness to work in 24/7 shift rotations