L1 Technical Support Engineer

DiceTek UAE; Dubai; On-site; AED 66,960 - 111,600; Full time

Job summary

DiceTek UAE is seeking a skilled L1 Technical Support Engineer to join their team in Dubai, United Arab Emirates. In this role, you will be responsible for providing first-level technical support across various IT services, ensuring a smooth operation of desktop, network, and telecommunications services.

The ideal candidate will have a strong technical background along with ITIL, MCSE, and CCNA certifications. Join us to enhance your career in a dynamic environment focused on customer service and technology.

Qualifications

• Experience in L1 technical support, service desk, desktop support, network support, or infrastructure support roles.
• Strong customer service mindset with excellent communication and follow-up skills.
• Ability to troubleshoot various technical issues including network, desktop, and user access.

Responsibilities

• Provide first-level technical support for internal and external users.
• Troubleshoot incidents and service requests related to systems and applications.
• Maintain and monitor desktop computing environment and ensure seamless services.

Skills

L1 technical support

Service desk operations

ITIL service management

Incident and request handling

Network troubleshooting

Desktop support

Office 365 support

Microsoft technologies

Telecommunication support

MCSE and CCNA knowledge

Education

ITIL certification

MCSE certification

CCNA certification

Office 365 certification

Job description

L1 Technical Support Engineer Job Snapshot Role: L1 Technical Support Engineer Location: Dubai, United Arab Emirates Industry: I T and Services Function: Technical Customer Service Experience: Experienced Job Type: Full-time Position Overview L1 Technical Support Engineer in Dubai, United Arab Emirates within the I T and Services sector is a frontline IT support role focused on service desk operations, network and desktop troubleshooting, Office 365 support, endpoint security, ITSM processes, and infrastructure service continuity. The role is ideal for a customer-focused technical support professional who can resolve incidents, support users, maintain IT assets, and ensure stable day-to-day technology services across business operations.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: I T and Services
• Function: Technical Customer Service
• Salary: 6000-10000 (estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer).
• Gender: Any
• Candidate Nationality: Any
• Job Type: Full-time

Key Responsibilities

• Provide first-level technical support for internal and external users across desktop, network, infrastructure, and telecommunication services.
• Deliver IT support within agreed service levels while ensuring clear and timely communication with customers.
• Troubleshoot incidents, service requests, problems, and changes related to systems, desktops, connectivity, applications, and user access.
• Maintain and monitor the Mirage desktop computing environment to support seamless desktop services.
• Support network and telecommunication services in an efficient, reliable, and timely manner.
• Perform root cause analysis for recurring issues and recommend practical long-term preventive solutions.
• Assist in managing servers, storage systems, network equipment, and related infrastructure when required.
• Deploy, configure, and update hardware, software patches, and security updates to maintain performance and protection.
• Monitor system performance, network connectivity, endpoints, and critical IT services to identify potential issues early.
• Maintain and support the printing environment in a cost-effective way while aligning with green technology initiatives.
• Support onboarding and offboarding activities, including device setup, account creation, access rights, and user configuration.
• Ensure endpoint security compliance through antivirus updates, policy enforcement, vulnerability mitigation, and secure access practices.
• Maintain accurate documentation for troubleshooting steps, configurations, assets, procedures, and support activities.
• Collaborate with L2 and L3 support teams for escalations, knowledge sharing, and improved service delivery.
• Follow IT policies, procedures, service standards, and ITSM processes in all daily support activities.

Ideal Profile

• Experience in L1 technical support, service desk, desktop support, network support, or infrastructure support roles.
• ITIL certification is required.
• MCSE certification is required.
• CCNA certification is required.
• Office 365 certification is preferred.
• Good knowledge of networking, telecommunication systems, Microsoft technologies, and desktop computing environments.
• Familiarity with ITSM processes, incident management, service request handling, problem management, and change support.
• Ability to troubleshoot network, desktop, endpoint, infrastructure, printing, and user access issues.
• Basic understanding of servers, storage, network equipment, endpoint security, antivirus tools, and patching practices.
• Strong customer service mindset with excellent communication and follow-up skills.
• Ability to remain organized, punctual, proactive, and self-motivated in a fast-paced technical support environment.
• Willingness to stay updated with modern technologies and contribute practical support improvements.
• Strong analytical ability with attention to detail in documentation, escalation, and issue resolution.

Skills Set

• L1 technical support
• Service desk operations
• ITIL service management
• Incident and request handling
• Network troubleshooting
• Desktop support
• Office 365 support
• Microsoft technologies
• Telecommunication support
• MCSE and CCNA knowledge
• Hardware and software deployment
• Patch and update management
• Endpoint security compliance
• Antivirus and vulnerability mitigation
• Server and storage support awareness
• Printing environment support
• User onboarding and offboarding
• Access rights management
• IT asset documentation
• Root cause analysis

Why Join Us

• Work in a practical IT support role serving business users and technical environments in Dubai.
• Gain exposure to service desk operations, Microsoft technologies, networking, endpoint security, infrastructure support, and ITSM processes.
• Build stronger hands-on experience in incident resolution, customer support, hardware deployment, access management, and operational monitoring.
• Collaborate with L2 and L3 teams to improve technical knowledge, escalation handling, and long-term service quality.
• Strong opportunity for support engineers looking to grow into senior technical support, infrastructure operations, network support, or IT service management roles.