IT L1 Support Engineer

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

The IT L1 Support Engineer is responsible for providing first-level technical support to end users by diagnosing and resolving hardware, software, network, and system-related issues. The role serves as the initial point of contact for IT incidents and service requests, ensuring timely resolution and escalation of complex issues to higher support tiers when required.

Key Responsibilities End User Support

• Provide first-line technical support via phone, email, ticketing system, and in-person assistance.
• Troubleshoot and resolve hardware, software, operating system, and network connectivity issues.
• Configure, install, and maintain desktops, laptops, printers, scanners, and peripherals.
• Assist users with Microsoft 365 applications, email, Teams, and collaboration tools.
• Support onboarding and offboarding activities, including user account setup and deactivation.

Incident & Service Request Management

• Log, track, and manage incidents and service requests through the IT Service Management (ITSM) platform.
• Ensure all tickets are updated with accurate troubleshooting steps and resolution details.
• Meet agreed Service Level Agreements (SLAs) for response and resolution times.
• Escalate unresolved or complex issues to L2/L3 support teams.

User Administration

• Create, modify, and disable user accounts in Active Directory and other business applications.
• Manage password resets, account unlocks, and access permissions.
• Maintain user profiles, shared folders, and email groups.

System & Infrastructure Support

• Monitor system alerts and report potential issues proactively.
• Assist with network troubleshooting, including LAN, WAN, Wi‑Fi, VPN, and printer connectivity.
• Support software deployment, patch management, and antivirus updates.
• Maintain IT asset inventory and documentation.

Documentation & Knowledge Management

• Document troubleshooting procedures and known solutions.
• Contribute to the IT knowledge base for recurring issues and self-service guides.
• Maintain accurate records of hardware, software licenses, and configurations.

Key Performance Indicators (KPIs)

• First Call Resolution (FCR) rate.
• Ticket resolution within SLA targets.
• Customer satisfaction score (CSAT).
• Average response and resolution time.
• Number of incidents resolved without escalation.
• Accuracy and completeness of ticket documentation.

Working Conditions

• May require rotational shifts, weekend support, or on-call availability.
• Support for remote and onsite users.
• Travel between office locations may be required, depending on business needs.

Desired Candidate Profile

• Bachelor s degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Relevant certifications are preferred:
  • Microsoft Certified Fundamentals
  • CompTIA A+
  • CompTIA Network+
  • ITIL Foundation

• 1-3 years of experience in IT Help Desk, Service Desk, or Technical Support roles.
• Experience supporting Windows operating systems and Microsoft 365 environment.
• Familiarity with Active Directory and ticket management systems.

• Windows 10/11 administration and troubleshooting.
• Microsoft 365 administration and user support.
• Active Directory user management.
• TCP/IP networking fundamentals.
• VPN, Wi‑Fi, and printer troubleshooting.
• ITSM tools (ServiceNow, Jira Service Management, Freshservice, Zendesk, etc.).
• Basic knowledge of cybersecurity best practices.
• Hardware diagnostics and repair.

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Problem-solving and analytical thinking.
• Ability to prioritize and handle multiple tasks simultaneously.
• Team player with a proactive attitude.
• Strong documentation and organizational skills.