L1 Support Engineer

Systems Arabia; Riyadh; On-site; SAR 60,000 - 90,000; Full time

Job summary

Systems Arabia is seeking a motivated L1 Support Engineer to provide first-line end-user IT support, diagnose routine technical issues and escalate complex cases to L2/L3 teams. You will log incidents, triage requests and maintain clear communication with users.

Responsibilities include troubleshooting hardware, software, OS, network connectivity, user access, desk phones, printers, and common business applications, while following ITSM processes and service desk protocols.

Qualifications

• Good knowledge of IT service desk operations.
• Good understanding of ITSM processes and service desk tools.
• Basic knowledge of troubleshooting hardware, software, and operating systems.
• Basic understanding of network and connectivity troubleshooting.
• Knowledge of user access, desk phones, printers, and common business applications.
• Ability to perform initial diagnosis and resolve standard technical issues.
• Ability to log, categorize, and triage incidents effectively.
• Ability to appropriately escalate unresolved or complex issues to relevant L2/L3 teams.
• Good communication and end-user support skills.

Responsibilities

• Provide first-line IT support to end users for day-to-day technical issues
• Perform basic troubleshooting of hardware, software, and operating system-related issues
• Troubleshoot network and connectivity issues
• Provide initial support for user access-related issues
• Support end users with desk phones, printers, and common business applications
• Perform initial diagnosis and troubleshooting of reported incidents and service requests
• Log, categorize, and triage incidents using service desk tools
• Resolve standard and common technical issues in accordance with established procedures
• Escalate unresolved or complex issues to the relevant L2/L3 support teams
• Follow IT service desk operations and ITSM processesMaintain clear communication with end users regarding reported issues and their resolution
• Support day-to-day end-user IT activities and ensure timely handling of support requests

Skills

IT service desk

ITSM processes

Hardware troubleshooting

Software troubleshooting

Operating systems

Network troubleshooting

User access

Desk phones

Printers

Business applications

Incident logging

Incident triage

Escalation

Communication with users

Job description

The L1 Support Engineer is responsible for providing first-line end-user IT support and handling day-to-day technical support activities. The role involves basic troubleshooting of hardware, software, operating systems, network and connectivity issues, user access, desk phones, printers, and common business applications. The L1 Support Engineer will perform initial diagnosis, resolve standard issues, log and triage incidents, and escalate unresolved or complex issues to the relevant L2/L3 support teams.

Responsibilities

• Provide first-line IT support to end users for day-to-day technical issues
• Perform basic troubleshooting of hardware, software, and operating system-related issues
• Troubleshoot network and connectivity issues
• Provide initial support for user access-related issues
• Support end users with desk phones, printers, and common business applications
• Perform initial diagnosis and troubleshooting of reported incidents and service requests

Log, categorize, and triage incidents using service desk tools

• Resolve standard and common technical issues in accordance with established procedures
• Escalate unresolved or complex issues to the relevant L2/L3 support teams
• Follow IT service desk operations and ITSM processesMaintain clear communication with end users regarding reported issues and their resolution
• Support day-to-day end-user IT activities and ensure timely handling of support requests

Requirements

• Good knowledge of IT service desk operations
• Good understanding of ITSM processes and service desk tools
• Basic knowledge of troubleshooting hardware, software, and operating systems
• Basic understanding of network and connectivity troubleshooting
• Knowledge of user access, desk phones, printers, and common business applications
• Ability to perform initial diagnosis and resolve standard technical issues
• Ability to log, categorize, and triage incidents effectively
• Ability to appropriately escalation unresolved or complex issues to relevant L2/L3 teams
• Good communication and end-user support skills