L1 Support Engineer

We are seeking an experienced L1 Support Engineer to provide first-line technical support for enterprise network and infrastructure environments. The successful candidate will be responsible for monitoring IT systems, responding to incidents, performing initial troubleshooting, and ensuring timely escalation of complex issues while maintaining agreed service levels.

Relocation Required: This position is based in Sharjah, UAE. We welcome applications from candidates currently residing outside the UAE; however, only applicants who are genuinely willing to relocate to Sharjah will be considered. Please apply only if you are open to relocation.

Key Responsibilities

• Provide first-line technical support for network, server, and infrastructure incidents.
• Monitor infrastructure health using enterprise monitoring tools.
• Log, categorize, prioritize, and resolve incidents through the ITSM system.
• Perform initial troubleshooting of Windows operating systems, network connectivity, printers, and end-user infrastructure.

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• Escalate unresolved incidents to L2 or L3 support teams within SLA.
• Support user account administration, password resets, and Active Directory basic administration.
• Assist with routine server health checks and system monitoring.
• Document incidents, resolutions, and knowledge base articles.
• Ensure compliance with ITIL incident management processes.
• Deliver excellent customer service while meeting SLA targets.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or equivalent Diploma.
• 6–9 years of experience in IT infrastructure or technical support.
• Good knowledge of Windows operating systems and Microsoft technologies.
• Basic understanding of TCP/IP, DNS, DHCP, LAN/WAN, and networking concepts.
• Experience with Active Directory and Office 365 administration.

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• Familiarity with ITSM tools such as ServiceNow, Jira, or ManageEngine.
• Knowledge of ITIL incident management processes.
• Excellent troubleshooting, communication, and customer service skills.

Preferred Certifications

• CCNA
• CompTIA Network+
• Microsoft Fundamentals
• ITIL Foundation