IT Help Desk Engineer (L1) - Remote/Onsite Support

VaporVM; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

VaporVM in Dubai seeks an IT L1 Support Engineer to provide first-line technical support for end users, diagnose hardware, software, and network issues, and escalate complex problems as needed. You will work across Windows 10/11, Microsoft 365, AD, and ITSM platforms to keep operations running smoothly.

You will assist with account provisioning, device management, incident tracking, and knowledge base updates.

Qualifications

• Bachelor-level degree in CS/IT/SE or related field.
• Certifications preferred: Microsoft Fundamentals, CompTIA A+, CompTIA Network+, ITIL Foundation.

Responsibilities

• Provide first-line technical support via phone, email, ticketing system, and in-person.
• Troubleshoot hardware, software, OS, and network connectivity issues.
• Configure and maintain desktops, laptops, printers, and peripherals.
• Assist users with Microsoft 365 apps, email, Teams, and collaboration tools.
• Support onboarding and offboarding, including account setup and deactivation.
• Log and manage incidents through ITSM platform; meet SLA targets.
• Create, modify, and disable user accounts in Active Directory.
• Monitor system alerts and assist with network troubleshooting (LAN/WAN/VPN).
• Document troubleshooting steps and contribute to knowledge base.

Skills

Customer service

Communication

Problem-solving

Organizational skills

Documentation

Multitasking

Team player

Education

Bachelor's degree in Computer Science, Information Technology, Software Engineering, or related field

Tools

Active Directory

ServiceNow

Jira Service Management

Freshservice

Zendesk

Microsoft 365

Windows 10/11

Job description

VaporVM in Dubai seeks an IT L1 Support Engineer to provide first-line technical support for end users, diagnose hardware, software, and network issues, and escalate complex problems as needed. You will work across Windows 10/11, Microsoft 365, AD, and ITSM platforms to keep operations running smoothly.

You will assist with account provisioning, device management, incident tracking, and knowledge base updates.