L1 Technical Support Engineer

Brad Contech Solutions; Dubai; Vor Ort; AED 96.000 - 144.000; Vollzeit

Zusammenfassung

Bradsol is seeking a motivated L1 Technical Support Engineer to join our Technical Support Team in Dubai. This role requires ITIL, MCSE, and CCNA certifications with Office 365 preferred, and focuses on maintaining IT services' continuity, stability, and efficiency.

You will handle end-user support, troubleshoot network and desktop issues, and collaborate with L2 and L3 teams to resolve incidents and provide proactive improvements.

Qualifikationen

• Must hold ITIL, MCSE, and CCNA certifications.
• Office 365 certification preferred.
• Strong troubleshooting and analytical skills required.
• Excellent communication and customer service abilities.

Aufgaben

• Provide network and telecommunication services for clients and internal users.
• Troubleshoot network, desktop, and infrastructure issues per SLAs.
• Manage client desktop environments for seamless service delivery.
• Resolve incidents, service requests, and changes efficiently and within timelines.
• Communicate progress and resolutions clearly to customers.

Kenntnisse

ITIL

MCSE

CCNA

Office 365

Jobbeschreibung

We are seeking a talented and enthusiastic L1 Technical Support Engineer to join our Technical Support Team. The ideal candidate will be certified in ITIL, MCSE, CCNA, and Office 365 (preferred), and will play a key role in ensuring the continuity, stability and efficiency of our IT services.

Key Responsibilities

• Provide network and telecommunication services for internal and external customers in an efficient and timely manner.
• Deliver IT support aligned with agreed service levels and troubleshoot network, desktop, and infrastructure-related issues.
• Provide, maintain, and monitor client desktop computing environment to ensure seamless desktop services.
• Resolve incidents, service requests, problems, and changes efficiently and within agreed timelines.
• Ensure accurate and timely communication with internal and external customers, keeping them updated on progress and resolutions.
• Stay up to date with the latest technology trends and conduct ongoing research and development to provide innovative solutions.
• Maintain and manage the printing environment in a cost-effective manner while supporting client green initiatives.
• Comply with client IT policies, procedures, and standards in all daily activities.
• Perform root-cause analysis for recurring issues and recommend long-term preventive solutions.
• Assist in managing and maintaining servers, storage systems, and network equipment as required.
• Deploy and configure hardware, software, patches, and updates to ensure optimal performance and security.
• Monitor system performance, network connectivity, and critical IT services to proactively identify potential issues.
• Maintain accurate documentation for configurations, troubleshooting steps, asset inventories, and procedures.
• Collaborate with L2 and L3 teams for escalations and knowledge sharing to improve overall service delivery.
• Support onboarding and offboarding processes, including device setup, account creation, and access rights management.
• Ensure endpoint security compliance through antivirus updates, policy enforcement, and vulnerability mitigation.

Required Certifications

• ITIL
• MCSE
• CCNA
• Office 365 certification (preferred)
• Strong troubleshooting and analytical skills
• Excellent communication and customer service abilities
• Good knowledge of networking, telecommunication systems, and Microsoft technologies
• Familiarity with ITSM processes
• Proactive, self-motivated, punctual and keen to stay updated with modern technologies