L1 - Service Desk Engineer

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!