L1 Helpdesk Engineer

L1 Helpdesk Engineer

We are seeking a L1 Helpdesk Engineer fluent in providing first-level technical support for desktop, network, and application-related issues. The ideal candidate will be customer-focused, technically sound, and capable of communicating effectively with users in Arabic and English languages.

Experience: 3 – 5 years of experience in a Helpdesk or IT Support role.

Key Responsibilities:

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing system.
• Provide support for desktop hardware, operating systems (Windows/macOS), and standard applications (MS Office, browsers, etc.).
• Troubleshoot basic network issues including connectivity, VPN, and printer access.
• Assist users with login issues, password resets, and access to enterprise applications.
• Log, categorize, and prioritize incidents and service requests in the ITSM system.
• Escalate unresolved issues to L2/L3 teams as per defined SLAs.
• Follow up with users to ensure issue resolution and satisfaction.
• Maintain accurate documentation of issues, solutions, and user interactions.

 

Skills Required:

• Good understanding of desktop hardware, Windows OS, and basic networking.
• Familiarity with ITSM tools (e.g., Manage Engine, ServiceNow, Freshservice, Jira).

 

Soft Skills Required:

• Strong communication and interpersonal skills in Arabic and English.
• Excellent troubleshooting and problem-solving abilities.
• Customer service orientation with a positive attitude.
• Ability to work in a fast-paced, multilingual environment.
• Willingness to work in shifts, including weekends if required.

Education & Certifications:

• Diploma or degree in Information Technology, Computer Science, or related field.
• ITIL Foundation certification is a plus.

Driving License:

Required

Languages:

Bilingual (Arabic & English)