Information Technology Support Specialist

Lunate; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A tech support organization is looking for a First-Level Support Specialist in Abu Dhabi. The role involves being the first point of contact for IT support requests, troubleshooting hardware and software issues, and maintaining service records. Candidates should have 5–7 years of experience in IT support, excellent communication skills, and preferably an ITIL Foundation certification. This position is crucial for ensuring operational continuity and customer satisfaction.

Qualifications

• 5–7 years of experience in IT support or service desk roles.
• Strong understanding of operating systems (Windows, Mac).
• Ability to multitask and prioritize effectively.

Responsibilities

• Serve as the first line of contact for IT incidents.
• Perform first-level troubleshooting for various devices.
• Log and track all incidents accurately using helpdesk platform.

Skills

Excellent communication skills

Customer service orientation

ITIL Foundation certification

Proficiency in helpdesk systems

Ability to diagnose hardware/software issues

Education

Bachelor’s degree in information technology or related field

Tools

ManageEngine ServiceDesk

Job description

Job Summary

As a First-Level Support Specialist, you will be the initial point of contact for all internal IT support requests. You will deliver professional, first-class service by diagnosing, resolving, and escalating hardware, software, and application issues—including 70–80% of incidents at Tier 1 level. Your dedication to customer satisfaction and adherence to service management standards will play a vital role in maintaining operational continuity across the organization.

Key Responsibilities

• Serve as the first line of contact for IT incidents via phone, email, chat, or helpdesk platform.
• Perform first-level troubleshooting for desktops, laptops, mobile devices, printers, and common applications.
• Log and track all incidents and service requests accurately using the helpdesk platform, maintaining clear and complete records.
• Evaluate and escalate unresolved issues to second-level or specialized support teams, adhering to SLAs and internal escalation procedures.
• Assist with new employee onboarding, including workstation setup, user account creation, and software installation.
• Maintain and improve a knowledge base — documenting root causes, fixes, and user instructions for future reference and self-service resources.
• Collaborate with IT colleagues on process improvements, knowledge sharing, and enhancing user experience.
• Ensure compliance with ITIL-aligned service management processes, best practices, and organizational policies.
• Meet or exceed predefined Service Level Agreements (SLAs) for response and resolution times.
• Support regular IT tasks, including basic system maintenance, software updates, and troubleshooting peripheral devices.

Qualifications & Skills

• 5–7 years of experience in IT support or service desk roles, ideally within a mid-to-large corporate environment.
• Excellent communication and interpersonal skills, with the ability to explain technical issues in user-friendly terms.
• Proficient use of helpdesk and ticketing systems for service/incident tracking and resolution (e.g. ManageEngine ServiceDesk).
• Solid understanding of operating systems (Windows, Mac) and Microsoft Office Suite.
• Demonstrated ability to diagnose and resolve common hardware, software, and connectivity issues.
• Strong customer service orientation, with patience and professionalism when dealing with users under pressure.
• ITIL Foundation certification is highly desirable.
• Capacity to multitask, prioritize effectively, and adapt to evolving environments and business needs.
• Proactive mindset, eagerness to learn, and ambition for career progression within IT.

Preferred Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience).
• Experience in the finance or investment sectors with high compliance and uptime expectations.