L1 - Service Desk Engineer

Tap Growth ai


Date: 2 weeks ago
City: Dubai
Contract type: Full time
We're Hiring: L1 - Service Desk Engineer!

We are seeking a dedicated and skilled L1 - Service Desk Engineer to join our dynamic team in Dubai. The ideal candidate will be responsible for providing first-level technical support, troubleshooting issues, and ensuring a high level of customer satisfaction.

Location: Dubai, United Arab Emirates

Work Mode: Work From Office

Role: L1 - Service Desk Engineer

Salary - 7000 AED to 8000 AED + Benefits

Experience - 3+ years

What You'll Do

SKILLS AND ATTRIBUTES:

  • 3+ years of working experience within an IT service desk environment.
  • Knowledge of Remote-Control Tools e.g., ME, Ivanti, SCCM.
  • Knowledge of ITSM Tools e.g. Manage Engine Service Desk Plus, BMC Remedy, Service-Now, TSRM, Ivanti
  • Knowledge of below list of Manage Engine Tools Set
  • Windows OS (all versions) experience
  • AD, Exchange & O365 experience
  • Planning and organising skills.
  • Good administration skills.
  • Able to operate with minimal supervision.
  • Able to maintain professional demeanour under stress.
  • Strong interpersonal skills.
  • Good Communication skills.

Job Responsibilities

 INCIDENT MANAGEMENT

  • Log all the tickets as per incident management process.
  • Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors.
  • First level support to attempt to resolve the incident, use remote control if necessary for resolution.
  • If the incident requires escalation to level 2 supports, the SD engineer will create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer.
  • Assign tickets to the Network SD\Field Engineers.
  • Log all the tickets sent by engineers through email.
  • Timely update work logs of the tickets.
  • Track the incident until closure and keep the User up to date with the incident status.
  • Owns life cycle of the ticket.
  • Manage SLA of the tickets.
  • Monitors event logs.
  • Functional escalation in case the incident resolution times exceed the agreed service levels.
  • Perform the role of an incident manager when instructed by Service desk Manager

SERVICE REQUEST MANAGEMENT

  • Receive service requests forms that have passed the business assessment and approval procedures.
  • Link the service request record to the User ID and configurations.
  • Forward the service request to the proper IT technician / engineer, in accordance

with the service request procedures.

  • Functional escalation in case the service request completion times exceeds the agreed service levels.
  • Send IT notifications to end users related to change requests/network outages/major incidents.
  • Confirm with the customer for ticket closure after the issue is fixed.
  • Performs Daily health checks as defined. REMOTE ADMINISTRATION
  • Install, upgrade, support and troubleshoot Windows OS, Apple IOS and Microsoft Office (All Versions) and any other authorised desktop applications.
  • Install, upgrade, support and troubleshoot for printers and scanners.
  • User account administration, i.e., account creation and password resets on Active Directory.
  • Basic troubleshooting of desktop related applications.

Qualification & Certifications

  • B-Tec Computer Science or any other bachelor’s degree.
  • Microsoft qualification, Ideally MCP or MCSE.
  • CCNA.
  • ITIL V3/V4 certification.

Ready to make an impact? Apply now and let’s grow together!

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