L1 IT Support Engineer

Position Summary

We are looking for a motivated and customer-focused L1 IT Support Engineer fluent in Arabic to serve as the first point of contact for all IT-related issues. The candidate will be stationed on-site at the client location providing direct support to Arabic-speaking end users, engaging with both IT teams and business stakeholders, ensuring timely resolution of incidents and service requests while delivering excellent customer service.

• End-User Support
  • Act as the first point of contact for IT support in person, via phone, email, chat, and ticketing system in Arabic and English.
  • Stationed on-site at the client location providing face-to-face and remote assistance, engaging directly with both IT teams and business stakeholders.
  • Log, classify, and prioritize incidents and service requests in the ITSM tool.
  • Diagnose and resolve basic hardware, software, and network issues.
  • Escalate unresolved or complex issues to L2/L3 teams with full documentation.
• Application & CRM Support
  • Provide day-to-day support for CRM applications used by business and IT teams.
  • Must have a basic understanding of CRM concepts and how CRM systems function.
  • Knowledge of banking domain and banking operations is a plus.
  • Knowledge of how IT support processes work: incident management, escalation, SLAs is a plus.
  • Manage user accounts and password resets via the CRM application.
• Network & Connectivity
  • Assist users in identifying and differentiating between network-related issues: LAN, Wi‑Fi, and application-level issues, and route accordingly.
  • Troubleshoot basic connectivity issues and escalations to the relevant team if required.
• Documentation
  • Maintain accurate records of all incidents and resolutions in the ticketing system.
  • Create and update knowledge base articles in both Arabic and English.
  • Assist in IT asset management and inventory tracking.

• Education
  • Bachelor's degree or Diploma in IT, Computer Science, or a related field.
  • Relevant certifications with equivalent hands‑on experience will be considered.
• Technical Skills
  • Basic knowledge of Windows OS (10/11); macOS is a plus.
  • Familiarity with Microsoft 365 suite.
  • Understanding of Active Directory user management, password resets.
  • Experience with ITSM/ticketing tools – Jira Service Desk.
  • Exposure to Oracle Fusion Sales & Service modules is a plus.
  • Knowledge of business analysis concepts and requirements gathering is a plus.
• Language & Communication
  • Arabic fluency (spoken and written) is mandatory.
  • Good command of English for documentation and team communication.
• Soft Skills
  • Strong problem‑solving and analytical thinking.
  • Patient and professional when dealing with non‑technical users.
  • Ability to manage multiple tasks and work under pressure.
  • Team player, punctual, and reliable for on‑site attendance.

• Oracle Fusion CX Certification
• ECBA (Entry Certificate in Business Analysis)
• IIBA