L1 Service Desk Engineer, 7028

Mindtel; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading tech support services company in Dubai is seeking a Service Desk Support professional. This role involves acting as the first contact for users, logging and categorizing requests, and providing basic troubleshooting. Candidates should have a degree in Computer Science or related field, with 2-5 years of experience in technical support. Excellent communication skills and a foundation in networking are essential. The role requires flexibility to work in a fast-paced, 24x7 environment.

Qualifications

• 2-5 years of experience in technical support or infrastructure monitoring roles preferred.
• Preferred certifications: ITIL Foundation, CompTIA A or Network.

Responsibilities

• Act as the first point of contact for users via phone, email, or ticketing system.
• Log, categorize, and assign incidents and service requests.
• Escalate unresolved issues to higher-level support teams.
• Monitor IT infrastructure using various monitoring tools.
• Conduct routine health checks and maintain documentation.

Skills

Basic troubleshooting

Excellent communication

Interpersonal skills

Knowledge of Windows OS

Basic networking understanding

Education

Bachelor's degree or diploma in Computer Science, IT or related field

Tools

ServiceNow

N-able

SolarWinds

Zabbix

ManageEngine

Job description

Job Summary (Service Desk Support) List Format
- Act as the first point of contact for users via phone email or ticketing system.
- Log categorize and assign incidents and service requests.
- Perform basic troubleshooting for hardware software email network and printer issues.
- Manage basic user account tasks such as password resets and Active Directory updates.
- Escalate unresolved issues to higher-level or specialized support teams.
- Provide timely and regular updates to users regarding ticket status and resolution.
- Monitor IT infrastructure including systems network devices servers and applications using monitoring tools (e.g. N-able SolarWinds Zabbix ManageEngine).
- Respond to monitoring alerts by verifying documenting and escalating issues as required.
- Conduct routine health checks and report any anomalies or recurring performance issues.
- Maintain documentation and assist in tracking frequent alerts or problems.
- Utilize ITSM ticketing tools (e.g. ServiceNow Symphony) for incident and request management.
- Demonstrate basic knowledge of Windows OS Microsoft Office Active Directory and remote support tools.
- Possess understanding of basic networking and server concepts.
- Exhibit excellent communication and interpersonal skills.
- Work effectively in a fast-paced team-oriented environment.
- Flexible to work rotational shifts or in a 24x7 support setting including weekends and holidays as per roster.
- Educational requirement: Bachelors degree or diploma in Computer Science IT or related field.
- 2-5 years experience in technical support or infrastructure monitoring roles (UAE experience preferred).
- Preferred certifications: ITIL Foundation CompTIA A or Network (not mandatory).