L1 Service Desk Engineer, 7028

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

Job summary

A technology solutions provider in Dubai is seeking a Service Desk Support professional. The role involves acting as the first point of contact for users, performing troubleshooting for various IT issues, and monitoring IT infrastructure. Candidates should hold a Bachelor's degree in Computer Science or a related field and have 2-5 years of experience in technical support. Ideal candidates will also possess knowledge of ITIL and various monitoring tools. Flexibility for rotational shifts is required.

Qualifications

• 2-5 years experience in technical support or infrastructure monitoring roles preferred.
• Basic knowledge of Windows OS, Microsoft Office, and remote support tools.
• 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.
• Monitor IT infrastructure and respond to alerts.

Skills

Excellent communication skills

Basic troubleshooting

IT infrastructure monitoring

Team-oriented

Understanding of basic networking

Education

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

Tools

ServiceNow

SolarWinds

N-able

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.

Qualifications

• 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).