L0 - IT Support Technician

About This Role

IT Support Engineer – L0 (Job Description)

Summary: The L0 IT Support Engineer is the first point of contact for all technical support requests. This role focuses on basic troubleshooting, ticket logging, and escalating issues to higher support levels when needed. It ensures smooth day‑to‑day IT operations by providing quick, accurate, and customer‑friendly assistance.

Key Responsibilities

• Serve as the initial contact for users seeking technical assistance via phone, email, chat, or ticketing system.
• Perform basic troubleshooting for hardware, software, network connectivity, and user-access issues.
• Log, categorize, and prioritize incoming tickets accurately in the ITSM system.
• Provide step-by-step guidance to users for simple issues (password resets, account lockouts, basic application errors).
• Escalate unresolved or complex issues to L1/L2 support teams with proper documentation.
• Monitor ticket queues and ensure SLA compliance.
• Maintain knowledge base articles for common issues and solutions.
• Assist with onboarding tasks, such as account setup and device preparation.
• Communicate clearly with users, ensuring a positive support experience.

Required Skills & Qualifications

• Basic understanding of Windows/Mac OS, MS Office, and common business applications.
• Familiarity with network basics (Wi-Fi, LAN, VPN).
• Ability to follow troubleshooting scripts and standard operating procedures.
• Strong communication and customer service skills.
• Ability to multitask and work in a fast-paced environment.
• Prior experience in a helpdesk or customer support role is a plus.

Preferred Qualifications

• IT certifications like CompTIA A+, ITIL Foundation, or equivalent.
• Experience with ticketing systems (ServiceNow, Jira, Freshservice, etc.).
• Basic understanding of Active Directory, user provisioning, and password policies.

Key Attributes

• Patient and user-focused
• Detail-oriented
• Quick learner
• Team player
• Reliable and punctual

Location: Al Ruwais (UAE)