L1 Service Desk Engineer

IT# L1 Service Desk Engineer
* Riyadh, Saudi
* 0-2 Years
* Contract About the Role Flycatch is looking for an L1 Service Desk Engineer to provide first-line technical support to client users in Saudi Arabia. The role covers incident and request handling, troubleshooting, ticket management, SLA adherence and effective escalation to L2/L3 teams.

What You'll Do
• Act as the first point of contact for IT incidents and service requests
• Log, categorize, prioritize, track and close tickets using the ITSM/ticketing system
• Perform advanced Windows troubleshooting and system configuration
• Troubleshoot desktop/laptop, application, email, connectivity, printer, scanner and peripheral issues
• Configure and troubleshoot PCs and Laptops
• Support password resets, user access management, permissions, onboarding/offboarding and Microsoft 365 issues
• Manage Active Directory user and computer accounts
• Perform basic network troubleshooting including LAN, Wi-Fi, DNS, and DHCP
• Install, configure and troubleshoot software applications
• Use remote desktop/support tools to assist users
• Follow SOPs and knowledge-base procedures to resolve recurring issues efficiently
• Monitor and respond to tickets within agreed SLA and keep users informed
• Conduct root-cause analysis for recurring issues
• Escalate complex or unresolved issues to L2/L3 with clear troubleshooting details and evidence
• Maintain accurate ticket documentation, knowledge-base articles and confirm resolution with users
• Manage IT asset and inventory tracking
• Handle basic endpoint security and antivirus troubleshooting
• Communicate effectively with users, vendors, and internal IT teams

What We're Looking For### Education
• Diploma or Bachelor's degree in IT, Computer Science or a related field### Experience
• 0-2 years of experience in Help Desk, Service Desk, Technical Support or IT Operations### Technical Skills
• Advanced Windows troubleshooting and system configuration
• Microsoft Office configuration and troubleshooting (365/Outlook/Teams)
• Active Directory user and computer management
• Basic network troubleshooting (TCP/IP, DNS, DHCP, VPN)
• LAN, Wi-Fi, DNS, and DHCP troubleshooting
• Printer, scanner, and peripheral troubleshooting
• Software installation, configuration, and troubleshooting
• Configuration and troubleshooting of PCs and Laptops
• Remote desktop/support tools experience
• Basic Power Shell or command-line scripting
• User account, permissions, and access management
• Basic endpoint security and antivirus troubleshooting
• Experience with ITSM tools and ticketing systems### Process Knowledge
• IT asset and inventory management
• Incident and problem management
• Root-cause analysis for recurring issues
• Knowledge of SLA, escalation, and ITIL processes
• Ability to identify issues requiring L2/L3 escalation
• Strong documentation and knowledge-base maintenance skills### Soft Skills
• Strong communication, customer-service and problem-solving skills
• Good communication with users, vendors, and internal IT teams### Location & Availability
• Must be currently based in Saudi Arabia (KSA) and available for onsite work
• Available to join a 6-month contract engagement

Success in This Role
* Resolve what you can. Document everything. Escalate intelligently.
* Success is measured through SLA compliance, first-contact resolution, ticket quality, response and resolution times, root-cause analysis effectiveness, and user satisfaction.## Role summary

Location:

Riyadh, Saudi

Experience:

0-2 Years Job type:
Contract Department:
ITApply by:
29 Nov