Service Desk Engineer - L1

Qualifications

Diploma in Technology,

B.E/B. Tech or Equivalent

CompTIA A+ or CompTIA N+ or any certificate from Microsoft

2+ years

• Responding to IT support tickets and inquiries via various channels, such as email, phone, or ticketing systems, and documenting solutions and resolutions.
• Handling, solving and logging the technical tickets in ticketing system.
• Providing quick and effective assistance with IT systems to all users.
• Preparing IT assets to the users to meet the requirement.
• Responding in a timely manner to technical issues and requests with high quality to meet SLA.
• Installing and configuring computer hardware, software, systems, networks, printers and scanners.
• Managing user’s account in AD and exchange server.
• Analyzing and diagnosing issues and malfunctions with troubleshooting hardware and software.
• Onboarding new users.
• Providing professional support to VIP users.
• Troubleshooting and diagnosing IT problems, identifying root causes, and implementing solutions to minimize downtime and disruptions.
• Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices.
• Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency.
• Working with the team to provide high quality IT services to the users.

• Excellent communication skills, both written and verbal.
• Must be able to communicate in Arabic.
• ITIL certification will be an added advantage.