L1 Technical Support Engineer

Sscegypt; Riyadh; On-site; SAR 30,000 - 50,000; Full time

Job summary

A leading IT solutions provider seeks a Level 1 Technical Support Engineer to enhance their support team in Riyadh. The role involves assisting clients with IT issues related to hardware, software, and networks, ensuring high-quality customer service and minimal downtime. Candidates should possess a relevant degree and have 2-4 years of experience in technical support.

Qualifications

• 2–4 years of experience in IT Helpdesk or Technical Support.
• Familiarity with basic network troubleshooting (IP, DNS, connectivity).
• Preferred certifications include CompTIA A+ and Microsoft Certified: Modern Desktop Administrator Associate.

Responsibilities

• Act as the initial contact for IT inquiries and troubleshoot related issues.
• Perform hardware replacements, software installations, and printer setups.
• Escalate unresolved issues to higher-level support teams.

Skills

Customer service orientation

Communication Skills

Time management

Organizational skills

Education

Diploma or Bachelor's degree in Information Technology or Computer Science

Tools

Microsoft Active Directory

Windows operating systems (Windows 10/11)

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.

• • 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).