L1 Support Engineer
Skills
About This Role
About Us
A leading UAE-based consumer technology company, building the digital infrastructure of everyday life with a focus on AI-powered fintech, communication, and digital services.
Guided by our philosophy, the Blueprint of Simplicity, we design technology around real human behaviour, connecting people, enabling financial access, and making everyday experiences effortless.
Our flagship platform, botim, is the region’s most trusted fintech communication platform, combining secure VoIP with action-based AI and everyday money tools.
Through botim money, we provide financial services that serve both individuals and SMEs, making payments, transfers, and credit simpler and more accessible.
Today, the platform serves 150M+ users worldwide.
Our lending finance engine, Quantix, powers fast, regulated credit across the ecosystem, including innovative products such as CashNow for instant access.
From calls to credit, from daily services to big ambitions, we are rethinking how the region stays connected and financially included.
Role Summary
We are seeking a proactive and customer-focused L1 IT Support Engineer to join our IT team.
This role is the first point of contact for end-users, responsible for handling technical issues, service requests, and ensuring smooth IT operations.
The ideal candidate should have a strong foundation in IT Service Management (ITSM) practices and basic knowledge of Microsoft Office 365.
Responsibilities
- Act as the first line of support for IT-related incidents and service requests.
- Log, categorize, and prioritize tickets in the ITSM tool, ensuring timely resolution or escalation.
- Provide basic troubleshooting for hardware, software, and network issues.
- Support end-users with Office 365 applications (Outlook, Teams, OneDrive, SharePoint).
- Assist with password resets, account provisioning, and access management.
- Escalate complex issues to L2/L3 support teams while maintaining ownership until resolution.
- Document solutions and contribute to the knowledge base for recurring issues.
- Ensure compliance with IT policies, procedures, and security standards.
- Deliver excellent customer service and maintain high user satisfaction.
Requirements
- **ITSM Knowledge**
- : Familiarity with ITIL concepts, incident management, problem management, and service request handling.
- **Office 365 Basics**
- : Understanding of Outlook, Teams, OneDrive, and SharePoint functionalities.
- Basic troubleshooting skills for Windows OS, printers, and network connectivity.
- Strong communication and interpersonal skills to interact with end-users effectively.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- 0–2 years of experience in IT support or helpdesk roles.
- Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
- Nice to Have
- Certifications such as ITIL Foundation or Microsoft 365 Fundamentals (MS-900) are a plus.
- Familiarity with common ITSM ticketing tools such as ServiceNow, Freshworks, or Jira Service Management.
- Multilingual skills for supporting diverse end‑user groups including VIP end-users.
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