L1 - IT Support Technician

Dicetek LLC; Dubai; Hybrid; AED 36,000 - 72,000; Full time

Job summary

Dicetek LLC in Dubai is looking for an L1 IT Support Technician to be the first point of contact for end-users, diagnose basic issues, and ensure prompt resolution. You will help set up, operate, maintain and troubleshoot audio-visual equipment for events and meetings.

The role requires strong communication, basic computer and network understanding, and willingness to work shifts, including nights and weekends.

Qualifications

• Bachelor's or Master's degree in IT or related field.
• Basic understanding of computer systems, software, and network connectivity.
• Experience in customer service or IT support preferred.
• Familiarity with standard ticketing systems and ITIL concepts is a plus.

Responsibilities

• Provide First-Line Support
• Answer incoming support requests via phone, email, or helpdesk system and provide immediate assistance for basic technical issues
• Troubleshoot Basic Problems
• Log and Track Issues in the ticketing system ensuring proper documentation
• Escalate Complex Issues to L2 support with relevant information
• User Guidance and documentation updates
• Follow-Up and adhere to SLAs

Skills

First-Line IT Support

Basic computer & network knowledge

Communication skills

Problem-Solving

Team player

Customer service experience

Education

Bachelor or Master in IT

Tools

Fusion ERP

Banner ERP

Black Board

SAP BI

Google Dialog

Job description

As an L1 IT Support Technician you will be the first point of contact for end-users seeking technical assistance You will be responsible for diagnosing and resolving basic technical issues ensuring that user inquiries are handled promptly and efficiently Your role is crucial in maintaining user satisfaction and ensuring the smooth operation of IT services Additionally you will be required to set up operate maintain and troubleshoot audio and visual equipment for various events meetings and presentations

Key Responsibilities

• Provide First-Line Support
• Answer incoming support requests via phone
• email
• or helpdesk system and provide immediate assistance for basic technical issues
• Troubleshoot Basic Problems
• Resolve common issues such as password resets
• software installations
• account unlocks
• and connectivity issues
• Log and Track Issues
• Accurately record all user interactions
• issues
• and resolutions in the ticketing system ensuring proper documentation
• Escalate Complex Issues
• Identify issues that require more in-depth analysis or specialized knowledge and escalat them to L2 support while providing all relevant information
• User Guidance
• Assist users with navigating IT systems and software applications providing clear instructions and support
• Maintain Documentation
• Utilize existing knowledge base articles to resolve issues and contribute to the improvement and updating of support documentation
• Follow-Up
• Ensure that users are informed about the status of their issues and follow up on unresolved tickets to ensure timely resolution
• Adhere to SLAs
• Meet established Service Level Agreements SLAs for response times and issue resolution
• Work on L1 for other backend systems Fusion ERP Banner ERP Black Board SMS SAP BI Google Dialog
• Education: Bachelor of Engineering or Master of Science in IT, additional certifications in IT support or customer service are a plus.

Education

• Experience: Previous experience in a customer service or IT support role is preferred.
• Technical Skills: Basic understanding of computer systems, software, and network connectivity.
• System Skills: Experience in Fusion HCM, Banner, Integration, Reporting, Black Board
• Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Ability to diagnose and resolve basic technical issues efficiently.
• Team Player: Willingness to collaborate with other team members and elevate issues as needed.

Working Conditions

• Schedule: May include shifts, including nights and weekends, depending on company needs.
• Environment: Primarily office-based, with some remote support depending on the role.