L1 IT Support & Service Desk Specialist

BlackStone eIT; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

BlackStone eIT in Abu Dhabi seeks an experienced IT Support / Service Desk Specialist to provide first-line technical support for end users. You will troubleshoot hardware and software issues, manage tickets, and ensure timely resolution with escalation as needed.

The ideal candidate has hands-on experience with Windows and macOS, end-user devices, networking basics, ITSM systems (ManageEngine), and strong bilingual communication in Arabic and English.

Qualifications

• Diploma or Bachelor's degree in IT, Computer Science, or a related field.
• 2–5+ years of hands-on IT Support / Service Desk experience.
• Strong experience with Windows/macOS and end-user devices.
• Experience with ITSM/ticketing systems, preferably ManageEngine.
• Arabic and English communication skills.

Responsibilities

• Provide L1 IT support to end users through remote and onsite channels.
• Log, classify, prioritize, and resolve incidents and service requests through the ITSM system.
• Provide hands-on support for desktops, laptops, printers, and mobile devices.
• Troubleshoot TCP/IP, DNS, DHCP, and connectivity issues.
• Install, configure, update, and patch software and end-user devices.
• Maintain accurate IT asset records and support equipment tracking.
• Escalate complex incidents to L2/L3 teams with documentation.
• Document troubleshooting steps and solutions in the knowledge base.
• Follow ITSM workflows and SLA requirements.

Skills

Windows/macOS support

End-user devices troubleshooting

Remote support

Arabic and English communication

Education

Diploma or Bachelor's in IT/Computer Science

Tools

ManageEngine

Job description

BlackStone eIT in Abu Dhabi seeks an experienced IT Support / Service Desk Specialist to provide first-line technical support for end users. You will troubleshoot hardware and software issues, manage tickets, and ensure timely resolution with escalation as needed.

The ideal candidate has hands-on experience with Windows and macOS, end-user devices, networking basics, ITSM systems (ManageEngine), and strong bilingual communication in Arabic and English.