L1 Service Desk Engineer, 7028

Job Summary (Service Desk Support) List FormatAct as the first point of contact for users via phone, email, or ticketing system.Log, categorize, and assign incidents and service requests.Perform basic troubleshooting for hardware, software, email, network, and printer issues.Manage basic user account tasks such as password resets and Active Directory updates.Escalate unresolved issues to higher-level or specialized support teams.Provide timely and regular updates to users regarding ticket status and resolution.Monitor IT infrastructure including systems, network devices, servers, and applications using monitoring tools (e.g., N‑able, SolarWinds, Zabbix, ManageEngine).Respond to monitoring alerts by verifying, documenting, and escalating issues as required.Conduct routine health checks and report any anomalies or recurring performance issues.Maintain documentation and assist in tracking frequent alerts or problems.Utilize ITSM ticketing tools (e.g., ServiceNow, Symphony) for incident and request management.Demonstrate basic knowledge of Windows OS, Microsoft Office, Active Directory, and remote support tools.Possess understanding of basic networking and server concepts.Exhibit excellent communication and interpersonal skills.Work effectively in a fast‑paced, team‑oriented environment.Flexible to work rotational shifts or in a 24×7 support setting, including weekends and holidays as per roster.QualificationsEducational requirement: Bachelors degree or diploma in Computer Science, IT, or related field.2–5 years experience in technical support or infrastructure monitoring roles (UAE experience preferred).Preferred certifications: ITIL Foundation, CompTIA A or Network (not mandatory).#J-18808-Ljbffr