Technical Support Engineer - L1
About This Role
We are seeking a dedicated and proactive L1 Technical Support Engineer to join our dynamic team. In this role, you will be responsible for providing frontline technical assistance to our clients/customers. Your primary objective will be to diagnose and resolve technical issues promptly and effectively to ensure customer satisfaction.
Key Responsibilities
- Handle all End-User Computing (EUC) tickets and resolve hardware, software, and network issues.
- Accept and manage escalations from L1 helpdesk or other support teams.
- Log, monitor, and prioritize tickets in the assigned queue; escalate complex issues when needed.
- Daily: Troubleshoot IT issues, prepare laptops/desktops for new hires, and manage offboarding collections.
- Weekly: Perform system health checks, preventive maintenance, and backup validations.
- Monthly: Submit EUC support reports, update IT documentation, and recommend improvements.
- Assist with procurement, allocation, and maintenance of IT assets.
- Support installation and configuration of design software (CAD, Adobe Suite, etc.).
- Maintain logs of all incidents, resolutions, and escalations.
Technical Environment
- laptops/desktops (HP, Asus Workstations, HP ZBook)
- Xerox printers, SIP telephones
- Servers: HP DL380, Dell PowerEdge, SuperMicro
- Networking: D-Link & Cisco switches, Unify AP Wi-Fi
- Firewalls
- Backup & Storage: QNAP and Linux-based systems
Qualifications & Skills
- Bachelor’s degree in Computer Science / IT or related field.
- 3–5 years of experience in L1 IT support within a large IT infrastructure.
- Strong in incident management, ticketing systems, and EUC troubleshooting.
- Hands-on with Windows OS, Active Directory, Office 365 / Google Workspace.
- Experience with basic troubleshooting of Network & IT Infrastructure.
- Knowledge of CAD, Adobe, and design-related software installations, Configuration & troubleshooting
- Excellent communication, analytical, and problem-solving skills.
- Ability to prioritize issues and handle multiple tasks efficiently.
- Proactive, detail-oriented, and team-focused.
Deliverables
- Monthly EUC support & escalation report.
- Updated infrastructure documentation.
- Recommendations for IT system improvements.
How to Apply:
Interested candidates are encouraged to submit a resume to hr@tls-it.com
Please include "L1 Technical Support Engineer" in the subject line of your email.
We look forward to welcoming a motivated and talented individual to our team!
Job Type: Full-time
Pay: AED2,500.00 - AED3,000.00 per month
Work Location: In person
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