L1 End-user Support Engineer

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

Job summary

A leading company in Abu Dhabi is seeking an L1 End-User Support Engineer to deliver first-level support for technical issues. The candidate will be responsible for troubleshooting hardware and software issues, utilizing key support tools like SolarWinds and ServiceNow, while ensuring excellent customer service.

Qualifications

• 1-3 years in technical support or helpdesk roles.
• Basic knowledge of operating systems and hardware.
• Strong communication skills.

Responsibilities

• Provide first-level support for hardware, software, and networking issues.
• Log incidents in ServiceNow and escalate when necessary.
• Document troubleshooting steps and educate users.

Skills

Technical troubleshooting

Customer service

Communication

Tools

SolarWinds

Dynatrace

ServiceNow

Nexthink

Job description

Position Title: L1 End-User Support Engineer

Experience Level: 1-3 Years

Role Overview

We are hiring an L1 End-User Support Engineer to provide first-level support for technical issues faced by users. The ideal candidate should have experience in troubleshooting hardware, software, and networking issues, and be familiar with key support tools like SolarWinds, Dynatrace, ServiceNow, and Nexthink.

Key Responsibilities

• User Support & Incident Detection:
• Provide initial support for issues related to desktops, laptops, printers, and mobile devices.
• Use tools like Nexthink to monitor and analyze endpoint performance and user experience.
• Escalate unresolved or complex issues to L2 teams through ServiceNow.
• Hardware & Software Troubleshooting:
• Assist with troubleshooting for hardware peripherals and connectivity issues.
• Support software installations, updates, and configurations on user devices.
• Use SolarWinds and Dynatrace for endpoint performance and health analysis.
• Incident Management & Resolution:
• Log all incidents in ServiceNow, categorize by priority, and resolve or escalate as required.
• Track open incidents for timely resolution.
• Keep users informed about status and resolution steps.
• User Account & Access Management:
• Support user account setup, password resets, and VPN or network access.
• Use Nexthink for endpoint activity and usage analytics.
• Documentation & User Training:
• Document troubleshooting steps and resolutions for internal knowledge sharing.
• Educate users on best practices for using their devices and common issues.
  
  

Required Qualifications

• Experience: 1-3 years in technical support or helpdesk roles.
• Technical Skills: Basic knowledge of operating systems, productivity tools, and hardware troubleshooting.
• Tools: Experience with monitoring tools like SolarWinds, Dynatrace, Nexthink, and incident platforms like ServiceNow.
• Customer Service & Problem-Solving Skills: Strong customer focus and technical troubleshooting ability.
• Communication: Strong verbal and written communication skills.