L0 - IT Support Technician

Dicetek LLC; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Dicetek LLC in Abu Dhabi seeks an IT Helpdesk Support specialist to be the first point of contact for users seeking technical assistance via phone, email, chat, or tickets. You will perform basic troubleshooting for hardware, software, network connectivity, and user-access issues, and guide users step-by-step while logging and prioritizing tickets to meet SLA requirements.

You'll document solutions in the knowledge base and assist with onboarding tasks such as account setup and device

Qualifications

• Basic understanding of Windows/Mac OS and common business apps.
• Familiarity with fundamental network concepts (Wi-Fi, VPN).
• Ability to follow troubleshooting scripts and SOPs.
• Strong communication and customer-service mindset.

Responsibilities

• Serve as initial contact via phone, email, chat or ticketing system.
• Perform basic troubleshooting for hardware, software, network, and user-access issues.
• Log, categorize and prioritize tickets accurately in the ITSM system.
• Provide step-by-step guidance to users and escalate unresolved issues to L1/L2 with proper docs.
• Monitor ticket queues and ensure SLA compliance; maintain knowledge base articles.
• Assist with onboarding tasks such as account setup and device preparation.
• Communicate clearly with users to ensure a positive support experience.

Skills

Windows & Mac OS

MS Office

Network basics

Troubleshooting scripts

Communication skills

Multitasking

Helpdesk experience

Education

High school diploma or IT certification

Tools

ServiceNow / Jira / Freshservice

Active Directory basics

Documentation tools

Job description

Serve as the initial contact for users seeking technical assistance via phone email chat or ticketing system Perform basic troubleshooting for hardware software network connectivity and user-access issues Log categorize and prioritize incoming tickets accurately in the ITSM system Provide step-by-step guidance to users for simple issues password resets account lockouts basic application errors Escalate unresolved or complex issues to L1 L2 support teams with proper documentation Monitor ticket queues and ensure SLA compliance Maintain knowledge base articles for common issues and solutions Assist with onboarding tasks such as account setup and device preparation Communicate clearly with users ensuring a positive support experience

Required Skills & Qualifications

• Basic understanding of Windows/Mac OS, MS Office, and common business applications.
• Familiarity with network basics (Wi-Fi, LAN, VPN).
• Ability to follow troubleshooting scripts and standard operating procedures.
• Strong communication and customer service skills.
• Ability to multitask and work in a fast-paced environment.
• Prior experience in a helpdesk or customer support role is a plus.

Preferred Qualifications

• IT certifications like CompTIA A+, ITIL Foundation, or equivalent.
• Experience with ticketing systems (ServiceNow, Jira, Freshservice, etc.).
• Basic understanding of Active Directory, user provisioning, and password policies.

Key Attributes

• Patient and user-focused
• Detail-oriented
• Quick learner
• Team player
• Reliable and punctual