Job Description

? We're Hiring: L1 - Service Desk Engineer! ?
We are seeking a dedicated and skilled L1 - Service Desk Engineer to join our dynamic team in Dubai. The ideal candidate will be responsible for providing first-level technical support, troubleshooting issues, and ensuring a high level of customer satisfaction.
? Location: Dubai, United Arab Emirates
? Work Mode: Work From Office
? Role: L1 - Service Desk Engineer
Salary - 7000 AED to 8000 AED + Benefits
Experience - 3+ years
What You'll Do:
SKILLS AND ATTRIBUTES:

• 3+ years of working experience within an IT service desk environment.

• Knowledge of Remote-Control Tools e.g., ME, Ivanti, SCCM.

• Knowledge of ITSM Tools e.g. Manage Engine Service Desk Plus, BMC Remedy, Service-Now, TSRM, Ivanti

• Knowledge of below list of Manage Engine Tools Set

• Windows OS (all versions) experience

• AD, Exchange & O365 experience

• Planning and organising skills.

• Good administration skills.

• Able to operate with minimal supervision.

• Able to maintain professional demeanour under stress.

• Strong interpersonal skills.

• Good Communication skills.

JOB RESPONSIBILITIES:
INCIDENT MANAGEMENT

• Log all the tickets as per incident management process.

• Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors.

• First level support to attempt to resolve the incident, use remote control if necessary for resolution.

• If the incident requires escalation to level 2 supports, the SD engineer will create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer.

• Assign tickets to the Network SDField Engineers.

• Log all the tickets sent by engineers through email.

• Timely update work logs of the tickets.

• Track the incident until closure and keep the User up to date with the incident status. o Owns life cycle of the ticket.

• Manage SLA of the tickets.

• Monitors event logs.

• Functional escalation in case the incident resolution times exceed the agreed service levels. o Perform the role of an incident manager when instructed by Service desk Manager

SERVICE REQUEST MANAGEMENT

• Receive service requests forms that have passed the business assessment and approval procedures.

• Link the service request record to the User ID and configurations.

• Forward the service request to the proper IT technician / engineer, in accordance

with the service request procedures.

• Functional escalation in case the service request completion times exceeds the agreed service levels.

• Send IT notifications to end users related to change requests/network outages/major incidents.

• Confirm with the customer for ticket closure after the issue is fixed.

• Performs Daily health checks as defined. REMOTE ADMINISTRATION

• Install, upgrade, support and troubleshoot Windows OS, Apple IOS and Microsoft Office (All Versions) and any other authorised desktop applications.

• Install, upgrade, support and troubleshoot for printers and scanners.

• User account administration, i.e., account creation and password resets on Active Directory.

• Basic troubleshooting of desktop related applications.

QUALIFICATION & CERTIFICATIONS:

• B-Tec Computer Science or any other bachelor's degree.

• Microsoft qualification, Ideally MCP or MCSE.

• CCNA.

• ITIL V3/V4 certification.

Ready to make an impact? ? Apply now and let's grow together!

Skills Required