L1 Technical Support Engineer

SSC HR Solutions; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading HR solutions provider in Riyadh is seeking a Level 1 Technical Support Engineer to provide IT support. The role involves first-line troubleshooting for hardware, software, and network issues, ensuring excellent customer service. Candidates should have a degree in IT or a related field, along with 2-4 years of experience in technical support. Familiarity with Windows operating systems and excellent communication skills are essential.

Qualifications

• 2-4 years of experience in an IT Helpdesk or Technical Support role.
• Familiarity with printer installation and troubleshooting.
• Excellent communication and interpersonal skills.

Responsibilities

• Act as the initial point of contact for all IT-related inquiries.
• Troubleshoot issues related to desktops, laptops, printers, and networking.
• Maintain accurate records of work and ticket statuses.

Skills

Customer service orientation

Communication skills

Basic network troubleshooting

Windows operating systems

Education

Diploma or bachelor's degree in IT or related field

Tools

Microsoft Active Directory

Service desk systems

Job description

Overview

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.

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)