Level 1 Service Desk Engineer

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

Job summary

A leading IT service provider in Dubai is seeking a Level 1 Service Desk Engineer. In this role, you will be the first point of contact for incident reporting and service requests. Responsibilities include logging and categorizing issues, performing troubleshooting, and maintaining communication with customers. The ideal candidate will have a degree in IT or Computer Science and relevant experience in technical support. Rotational shifts and strong communication skills are required for this position.

Qualifications

• 2-5 years of experience in a technical support/monitoring role.
• Familiarity with ITSM ticketing tools.
• Understanding of basic networking and server concepts.

Responsibilities

• Serve 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.

Skills

Basic knowledge of Windows OS

Excellent communication skills

Ability to work in fast-paced environments

Education

Bachelor’s degree or diploma in Computer Science, IT, or related field

Tools

ServiceNow

N-able

SolarWinds

Zabbix

ManageEngine

Job description

Job Title: Level 1 Service Desk Engineer

GBM, Dubai

Job Role:

As Service Desk Engineer you will act as the first point of contact for Managed Service customers contacted GBM to report incidents and service request relating to their service. The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing, and resolving problems at the first point of contact and/or escalating the fault to one of our second line specialist teams to further investigate and resolve. Throughout this process you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and GBM but providing timely updates and ensuring the incident is given the correct level of priority and attention.

Responsibilities Service Desk Support:

• Serve 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.

• Reset passwords and manage basic user account tasks (e.g., Active Directory).

• Escalate unresolved issues to Level 2 or relevant support teams.

• Provide timely updates to users on ticket status and resolution.

Infrastructure Monitoring:

• Monitor systems, network devices, servers, and applications using monitoring tools (e.g., N-able, SolarWinds, Zabbix and ManageEngine).

• Respond to alerts by verifying, documenting, and escalating issues to the appropriate team.

• Perform routine health checks and report anomalies.

• Assist in tracking recurring alerts or performance issues.

Key Skills and Qualifications:

• Bachelor’s degree or diploma in Computer Science, IT, or related field.

• 2-5(UAE) years of experience in a technical support/monitoring role.

• Basic knowledge of Windows OS, Microsoft Office, Active Directory, and remote support tools.

• Familiarity with ITSM ticketing tools (e.g., ServiceNow, Symphony).

• Understanding of basic networking and server concepts.

• Excellent communication and interpersonal skills.

• Ability to work in a fast-paced, team-oriented environment.

Work Schedule:

• Rotational shifts or 24x7 environment.

• Availability for weekend or holiday support based on roster

Preferred Certifications (not mandatory):

• ITIL Foundation (preferred)

• CompTIA A+ / Network+ (optional)