L1 Technical Support Engineer

L1 Technical Support Engineer Job Snapshot Role: L1 Technical Support Engineer Location: Dubai, United Arab Emirates Industry: I T and Services Function: Technical Customer Service Experience: Experienced Job Type: Full-time Position Overview L1 Technical Support Engineer in Dubai, United Arab Emirates within the I T and Services sector is a frontline IT support role focused on service desk operations, network and desktop troubleshooting, Office 365 support, endpoint security, ITSM processes, and infrastructure service continuity. The role is ideal for a customer-focused technical support professional who can resolve incidents, support users, maintain IT assets, and ensure stable day-to-day technology services across business operations.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: I T and Services
• Function: Technical Customer Service
• Salary: 6000-10000 (estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer).
• Gender: Any
• Candidate Nationality: Any
• Job Type: Full-time

Key Responsibilities

• Provide first-level technical support for internal and external users across desktop, network, infrastructure, and telecommunication services.
• Deliver IT support within agreed service levels while ensuring clear and timely communication with customers.
• Troubleshoot incidents, service requests, problems, and changes related to systems, desktops, connectivity, applications, and user access.
• Maintain and monitor the Mirage desktop computing environment to support seamless desktop services.
• Support network and telecommunication services in an efficient, reliable, and timely manner.
• Perform root cause analysis for recurring issues and recommend practical long-term preventive solutions.
• Assist in managing servers, storage systems, network equipment, and related infrastructure when required.
• Deploy, configure, and update hardware, software patches, and security updates to maintain performance and protection.
• Monitor system performance, network connectivity, endpoints, and critical IT services to identify potential issues early.
• Maintain and support the printing environment in a cost-effective way while aligning with green technology initiatives.
• Support onboarding and offboarding activities, including device setup, account creation, access rights, and user configuration.
• Ensure endpoint security compliance through antivirus updates, policy enforcement, vulnerability mitigation, and secure access practices.
• Maintain accurate documentation for troubleshooting steps, configurations, assets, procedures, and support activities.
• Collaborate with L2 and L3 support teams for escalations, knowledge sharing, and improved service delivery.
• Follow IT policies, procedures, service standards, and ITSM processes in all daily support activities.

Ideal Profile

• Experience in L1 technical support, service desk, desktop support, network support, or infrastructure support roles.
• ITIL certification is required.
• MCSE certification is required.
• CCNA certification is required.
• Office 365 certification is preferred.
• Good knowledge of networking, telecommunication systems, Microsoft technologies, and desktop computing environments.
• Familiarity with ITSM processes, incident management, service request handling, problem management, and change support.
• Ability to troubleshoot network, desktop, endpoint, infrastructure, printing, and user access issues.
• Basic understanding of servers, storage, network equipment, endpoint security, antivirus tools, and patching practices.
• Strong customer service mindset with excellent communication and follow-up skills.
• Ability to remain organized, punctual, proactive, and self-motivated in a fast-paced technical support environment.
• Willingness to stay updated with modern technologies and contribute practical support improvements.
• Strong analytical ability with attention to detail in documentation, escalation, and issue resolution.

Skills Set

• L1 technical support
• Service desk operations
• ITIL service management
• Incident and request handling
• Network troubleshooting
• Desktop support
• Office 365 support
• Microsoft technologies
• Telecommunication support
• MCSE and CCNA knowledge
• Hardware and software deployment
• Patch and update management
• Endpoint security compliance
• Antivirus and vulnerability mitigation
• Server and storage support awareness
• Printing environment support
• User onboarding and offboarding
• Access rights management
• IT asset documentation
• Root c