Helpdesk Engineer — L1 / L1.5

Job Summary

Responsibilities

• Act as the first point of contact for all end-user IT issues, triaging and resolving or escalating incidents while maintaining clear communication and adherence to service level agreements (SLAs).,Handle incoming support requests across multiple channels, including phone, email, chat, and a self-service portal.,Troubleshoot and resolve a wide range of technical issues, including hardware, software, VPN, printer, and connectivity problems.,Manage user accounts, password resets, and basic access requests in coordination with the Identity and Access Management (IAM) team.,Provide support for Microsoft 365 and modern workplace tools, such as Teams, SharePoint, and Intune-managed devices, in collaboration with Cloud and Modern Workplace Engineers.,Escalate unresolved technical issues to L2/L3 support teams, including networking, DevOps/SRE, and application support teams.,Log all interactions accurately in ServiceNow, ensuring data quality for reporting and analytics purposes.,Maintain shift-based coverage to ensure continuous IT support availability across the organization.

Qualifications

• Minimum of 2+ years of experience in an IT helpdesk or technical support role,Working knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking concepts,Familiarity with ITSM ticketing tools, with preference for ServiceNow experience,Strong communication skills in English (fluency in Arabic is considered a plus),ITIL Foundation certification preferred but not mandatory,Ability to work on-site in the UAE on a rotating shift schedule for the duration of the 1-year contract,Experience supporting enterprise environments with modern workplace tools such as Teams, SharePoint, and Intune-managed devices