L1 Technical Support Engineer

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

Job summary

A technology support company in Riyadh is seeking a Level 1 Technical Support Engineer to assist with resolving IT issues, providing customer support, and escalating complex problems. The role requires a diploma or degree in IT, 2-4 years of relevant experience, and strong communication skills. This position offers the opportunity to work in a collaborative environment with a focus on customer service.

Qualifications

• 2-4 years of experience in an IT Helpdesk or Technical Support role.
• Ability to work independently and within a team.
• Time management and organizational skills.

Responsibilities

• Act as the initial point of contact for IT-related inquiries.
• Troubleshoot and resolve issues with desktops, laptops, and printers.
• Escalate unresolved issues to L2/L3 support teams.

Skills

Windows operating systems (Windows 10/11)

Basic network troubleshooting (IP, DNS, connectivity)

Microsoft Active Directory

Printer installation and troubleshooting

Excellent communication skills

Customer service orientation

Education

Diploma or bachelor's degree in IT or related field

Tools

Service desk systems

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)