L1 Technical Support Engineer

SSC HR Solutions; Saudi Arabia; On-site; SAR 20,000 - 40,000; Full time

Job summary

An established industry player is on the lookout for a dedicated Level 1 Technical Support Engineer to enhance their IT support team. This role is vital for providing exceptional customer service and resolving basic IT issues, ensuring smooth operations for end-users. You will be the first line of defense, assisting with hardware, software, and network-related problems while escalating complex issues as needed. If you have a passion for technology and a commitment to customer satisfaction, this opportunity will allow you to grow and develop your skills in a supportive environment.

Qualifications

• 2-4 years of experience in IT Helpdesk or Technical Support.
• Familiarity with Windows OS and network troubleshooting.

Responsibilities

• Act as the first point of contact for IT inquiries.
• Troubleshoot and resolve desktop and network issues.
• Maintain accurate records of work and ticket statuses.

Skills

Windows operating systems

Basic network troubleshooting

Microsoft Active Directory

Customer service

Communication skills

Education

Diploma in Information Technology

Bachelor's degree in Computer Science

Tools

Service desk system

Ticketing system

Job description

We are seeking a reliable and customer-focused Level 1 Technical Support Engineer to join our IT support team. The successful candidate will act as the first line of defense for resolving basic IT issues, assisting end-users with hardware, software, and network-related problems, and escalating complex cases to higher levels of support.

Key Responsibilities:

• Act as the initial point of contact for all IT-related inquiries via phone, email, or ticketing system
• Troubleshoot and resolve issues related to desktops, laptops, printers, and basic networking
• Perform hardware replacement and peripheral setups (e.g., replacing old PCs, connecting cables, etc.)
• Join computers to the domain and set up user profiles
• Install basic software and drivers as per company standards
• Provide support for printers (connectivity, drivers, configuration)
• Escalate unresolved issues to L2/L3 support teams while ensuring proper documentation
• Maintain accurate records of work and ticket statuses in the service desk system
• Assist with user onboarding and offboarding procedures
• Deliver consistent and high-quality customer service with a focus on minimizing downtime
  
  

Requirements

• Diploma or bachelor's degree in information technology, Computer Science, or related field
• 2-4 years of experience in an IT Helpdesk or Technical Support role
• Familiarity with: - Windows operating systems (Windows 10/11) - Basic network troubleshooting (IP, DNS, connectivity) - Microsoft Active Directory (user accounts, domain join) - Printer installation and troubleshooting
• Excellent communication and interpersonal skills
• Customer service oriented with a positive attitude
• Ability to work independently and within a team
• Time management and organizational skills. Preferred Certifications (Not Mandatory):
• CompTIA A+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation (Basic understanding of service management)