L1 Support Engineer
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Key skills for this role
About the Role
L1 Support Engineer 聽聽Dubai Full-time聽路聽Dubai Media City聽路聽Monday to Friday Kew Solutions is a Managed Service Provider based in Dubai Media City. We look after the IT for around 120 businesses across the UAE 聽聽legal firms, medical practices, hospitality groups, financial services, and everything in between.
Key Skills for This Role
Full Job Posting
L1 Support Engineer 聽聽Dubai
*Full-time聽路聽Dubai Media City聽路聽Monday to Friday*
Kew Solutions is a Managed Service Provider based in Dubai Media City.
We look after the IT for around 120 businesses across the UAE 聽聽legal firms, medical practices, hospitality groups, financial services, and everything in between.
We have been at it for 12 years in the UAE and over 20 years globally.
The Dubai team is 27 people and growing.
This is an L1 role, so you will be the first person a client speaks to when something is not working.
That means the job matters more than most people realise 聽聽you set the tone for the whole relationship.
Get it right, and clients love us.
Get it wrong, and they remember.
The role
You will be the first line of support for our clients.
That means picking up the phone, answering tickets, sorting out day-to-day IT problems, and escalating to senior engineers when something needs more experience.
If you enjoy solving problems, working with a team, and hearing "thanks 聽聽that fixed it" a few times before lunch, you will fit in well.
Day-to-day, you will:
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Answer client calls, emails and tickets logged in Autotask.
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Troubleshoot Windows, Microsoft 365, printers, Wi-Fi, VPN and general connectivity issues.
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Reset passwords, provision new users, install and configure software.
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Respond to alerts from our monitoring system (Datto RMM).
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Follow our documented processes and escalate cleanly to L2 / L3 engineers when needed.
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Keep client environments documented in IT Glue as things change.
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Work as part of the wider team 聽聽pick up when a colleague is on another call.
You are:
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1 to 3 years of IT support experience (helpdesk, service desk, MSP, or corporate IT).
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Comfortable with Windows, Microsoft 365 and the basics of TCP/IP, DNS and Wi-Fi.
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A clear communicator in English 聽聽written and spoken.
This is not optional in this role.
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Calm under pressure.
Patient with users.
Methodical about follow-through.
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Someone who owns a problem rather than tossing it into the queue and hoping.
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Based in the UAE, or ready to relocate.
Nice to have (not required):
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Previous MSP experience (very different from corporate IT).
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Hands-on experience with Autotask, Datto RMM or IT Glue.
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Microsoft certifications, CompTIA A+ / Network+, ITIL Foundation.
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Arabic, Hindi, Tagalog, Urdu, Russian or French as a second language.
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Experience with SonicWall, Ubiquiti, HP / Dell / Lenovo hardware.
What you get:
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Full-time, permanent role.
Monday to Friday.
Dubai Media City office.
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Competitive salary and standard UAE benefits (visa, medical, annual leave, flights).
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Direct access to senior engineers and management.
Flat structure, quick decisions.
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A team that actually backs each other up.
Culture matters here.
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Clients across every industry - you will not get bored.
How to apply IMPORTANT.
- To apply, please send us a 90-second video introducing yourself, to [email protected].
- CV-only applications will not be considered.
- This is a customer-facing role.
- You will be speaking to our clients from your first day.
- How you present yourself matters, and reading a CV tells us very little about that.
- Ninety seconds of you talking tells us a lot.
- In the video, please cover:
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- Who you are and where you are based today.
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- A quick tour of your IT support experience so far 聽聽the roles, the tech you have worked with, the kind of clients you supported.
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- One problem you solved that you are proud of, and how you approached it.
- Keep it real 聽聽first-line stuff is fine.
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- Why you are interested in joining Kew Solutions specifically.
- Ninety seconds is not much time, so please prepare a little.
- Filmed on your phone is absolutely fine 聽聽we are not judging production quality.
- We want to hear how you think, how you speak, and get a sense of who you are.
- Attach your CV in the same email as the video.
- *We read every application we receive and reply to every candidate, whether we take you forward or not.
- It takes us a few days 聽聽please be patient.*
- One last thing
- If you are the kind of engineer who reads a job advert and thinks "I could do most of that but not all of it" 聽聽apply anyway. We hire for attitude and communication as much as for specific tools. Tools we can train.
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