L1 Service Desk Engineer, 7028

Mindtel; Dubai; On-site; AED 78,000 - 123,000; Full time

Job summary

Mindtel in Dubai seeks a Service Desk Support professional to act as the first point of contact for users via phone, email, or ticketing system. You will log, categorize and assign incidents, perform basic troubleshooting, and handle password resets and AD updates.

The role requires 2–5 years of UAE experience, familiarity with ITSM tools like ServiceNow, and basic networking knowledge. Rotation shifts and weekend coverage may be required.

Qualifications

• 2–5 years of UAE experience in technical support or infrastructure monitoring.
• Bachelor's degree or diploma in Computer Science, IT, or related field.

Responsibilities

• 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 updates to users regarding ticket status and resolution.

Skills

Communication

Interpersonal skills

Teamwork

Flexible shifts

Fast-paced

Customer service

Education

Bachelors/Diploma in IT

Tools

ServiceNow

Symphony

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).