L1-Technical Support Engineer

IT Max Global; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the IT sector seeks an L1 Technical Support Engineer to provide essential troubleshooting for servers, desktops, and networks. The ideal candidate will possess strong technical skills, including extensive knowledge of Microsoft technologies and 5-6 years of relevant experience. The role requires excellent communication abilities and problem-solving skills to manage and monitor customer IT infrastructure effectively.

Qualifications

• 5 to 6 years of Desktop and Server support experience.
• Microsoft Certified System Engineer (MCSE) is mandatory.
• Fluency in English; Arabic is a plus.

Responsibilities

• Troubleshooting issues related to Server Operating System.
• Managing backups, antivirus, and monitoring service availability.
• Working closely with L2 team on network and infrastructure management.

Skills

Troubleshooting

Customer Service

Problem Solving

Communication

Organizational Skills

Education

BS in Computer Science or IT related field

Tools

Microsoft Windows Servers

Active Directory

SQL Administration

VMWare

Hyper-V

Job description

The L1 Technical Support Engineer reports to the NOC Manager and he/she will be the initial point-of-contact for troubleshooting Servers, desktops, software, network and monitoring service availability for our customers. In addition, he/she will be responsible for managing backups, antivirus, installation of Microsoft Patches, User and mailbox creation; Password reset; supporting connectivity.

• Troubleshooting the issues related to Server Operating System
• Troubleshooting the issues related to desktop, laptops, printers and Microsoft Office applications
• Responding and diagnosing problems through discussion with users and supervisor
• Working closely with L2 team in Managing the Network, VMWare and Hyper-V Infrastructure
• Building, deploying and maintaining standard Windows updates and application installation packages
• Monitoring and managing the backups, Antivirus
• Monitoring customer s IT infrastructure, connectivity, and availability
• Monitoring and managing the Azure Cloud Infrastructure, Microsoft 365 applications
• Keeping up-to-date with the latest security threats and being able to quickly respond or recommend course of action to IT management as threats arise
• Working on a scheduled rotation, providing off-hours emergency coverage for evenings, weekends and holidays
• Performing other duties as assigned

• BS in Computer Science or IT related field
• 5 to 6 years of Desktop and Server support experience
• Extensive knowledge of Microsoft Windows Servers, Active Directory, and Exchange administration, SQL administration are required
• Microsoft Certified System Engineer (MCSE) is Mandatory
• Basic network trouble shooting
• General understanding of ITIL Process
• Experience providing customer support for server application software in a multi-site enterprise
• Excellent customer service skills, including verbal and written communication skills
• Excellent organizational and troubleshooting skills
• Able to handle multiple tasks in a fast-paced environment
• Ability to create and maintain positive and professional business relationships with both internal associates.
• Proven diagnostic problem solving and solution development capabilities required
• Fluency in English, Arabic is a plus

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