L1 Service Desk Engineer

Flycatch; Riyadh; On-site; SAR 40,000 - 60,000; Full time

Job summary

Flycatch is seeking an L1 Service Desk Engineer in Riyadh to provide first-line IT support for client users in Saudi Arabia. You will log and manage incidents, perform Windows troubleshooting, and escalate to L2/L3 when needed.

Ideal candidates have 0-2 years of experience, a IT-related degree, and strong communication skills. The role requires onsite work in Riyadh and involves SLA adherence and ticket documentation.

Qualifications

• Diploma or Bachelor's degree in IT, Computer Science or related field.
• 0-2 years of experience in Help Desk or IT operations.
• Experience with Windows troubleshooting and MS 365 (Outlook/Teams).
• Familiarity with Active Directory and basic networking concepts.

Responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Log, categorize, prioritize, track and close tickets using the ITSM system.
• Perform advanced Windows troubleshooting and system configuration.
• Troubleshoot PCs, laptops, printers, and peripheral devices.

Skills

Strong communication

Customer-service

Problem-solving

Attention to detail

Education

Diploma or Bachelor's in IT

Tools

ITSM tools

Windows troubleshooting

Active Directory

PowerShell basics

Remote desktop tools

Job description

IT# L1 Service Desk Engineer* Riyadh, Saudi* 0-2 Years* ContractAbout the RoleFlycatch is looking for an L1 Service Desk Engineer to provide first-line technical support to client users in Saudi Arabia. The role covers incident and request handling, troubleshooting, ticket management, SLA adherence and effective escalation to L2/L3 teams.What You'll Do• Act as the first point of contact for IT incidents and service requests• Log, categorize, prioritize, track and close tickets using the ITSM/ticketing system• Perform advanced Windows troubleshooting and system configuration• Troubleshoot desktop/laptop, application, email, connectivity, printer, scanner and peripheral issues• Configure and troubleshoot PCs and Laptops• Support password resets, user access management, permissions, onboarding/offboarding and Microsoft 365 issues• Manage Active Directory user and computer accounts• Perform basic network troubleshooting including LAN, Wi-Fi, DNS, and DHCP• Install, configure and troubleshoot software applications• Use remote desktop/support tools to assist users• Follow SOPs and knowledge-base procedures to resolve recurring issues efficiently• Monitor and respond to tickets within agreed SLA and keep users informed• Conduct root-cause analysis for recurring issues• Escalate complex or unresolved issues to L2/L3 with clear troubleshooting details and evidence• Maintain accurate ticket documentation, knowledge-base articles and confirm resolution with users• Manage IT asset and inventory tracking• Handle basic endpoint security and antivirus troubleshooting• Communicate effectively with users, vendors, and internal IT teamsWhat We're Looking For### Education• Diploma or Bachelor's degree in IT, Computer Science or a related field### Experience• 0-2 years of experience in Help Desk, Service Desk, Technical Support or IT Operations### Technical Skills• Advanced Windows troubleshooting and system configuration• Microsoft Office configuration and troubleshooting (365/Outlook/Teams)• Active Directory user and computer management• Basic network troubleshooting (TCP/IP, DNS, DHCP, VPN)• LAN, Wi-Fi, DNS, and DHCP troubleshooting• Printer, scanner, and peripheral troubleshooting• Software installation, configuration, and troubleshooting• Configuration and troubleshooting of PCs and Laptops• Remote desktop/support tools experience• Basic PowerShell or command-line scripting• User account, permissions, and access management• Basic endpoint security and antivirus troubleshooting• Experience with ITSM tools and ticketing systems### Process Knowledge• IT asset and inventory management• Incident and problem management• Root-cause analysis for recurring issues• Knowledge of SLA, escalation, and ITIL processes• Ability to identify issues requiring L2/L3 escalation• Strong documentation and knowledge-base maintenance skills### Soft Skills• Strong communication, customer-service and problem-solving skills• Good communication with users, vendors, and internal IT teams### Location & Availability• Must be currently based in Saudi Arabia (KSA) and available for onsite work• Available to join a 6-month contract engagementSuccess in This Role*Resolve what you can. Document everything. Escalate intelligently.*Success is measured through SLA compliance, first-contact resolution, ticket quality, response and resolution times, root-cause analysis effectiveness, and user satisfaction.## Role summaryLocation: Riyadh, SaudiExperience: 0-2 YearsJob type: ContractDepartment: ITApply by: 29 Nov