Job Description

Level 1 Support Engineer - IT Helpdesk

About Us

Micronet is a globally trusted Managed Services Provider (MSP) with over 20 years of experience delivering 24/7 IT support and technology solutions to businesses across the UK, US, Middle East, and Asia. We specialize in the hospitality and leisure sector, partnering with leading brands to support their IT infrastructure, security, and expansion projects. With a strong focus on customer service and technical excellence, our team plays a critical role in keeping our clients operational around the clock.

We are now seeking a Level 1 Support Engineer to join our growing remote team and become the first point of contact for our clients' IT support needs.

Role Overview

As a Level 1 Support Engineer, you will handle the initial triage and resolution of technical support requests. You'll work closely with our internal Level 2 and Level 3 teams and assist end-users with a range of IT issues, primarily across Microsoft 365, Windows environments, VPN, and common office hardware.

Key Responsibilities

Act as the first line of support for all incoming IT issues via phone, email, or ticketing system

Perform password resets and resolve account lockouts

Manage mailbox permissions, distribution groups, and email settings in platforms like Microsoft 365

Conduct basic network troubleshooting for connectivity issues

Handle new starter provisioning, leavers, and user transfers

Manage access permission requests for platforms such as SharePoint, Office 365, and Google Workspace

Provide laptop/desktop support, including application installations and updates

Troubleshoot software issues, installations, and performance slowdowns

Investigate and resolve device performance problems, including BSOD (blue screen errors)

Assist with device builds and setups for new hardware

Support users with printer setup and connectivity

Provide access and configuration assistance for VPN connections

Offer peripheral support for devices including keyboards, mice, docking stations, etc.

Required Skills & Experience

Previous experience in a helpdesk or IT support role (minimum 1 year preferred)

Good understanding of Windows 10/11, Microsoft 365, and remote desktop support tools

Familiarity with basic networking principles (IP, DNS, DHCP troubleshooting)

Strong communication and interpersonal skills

Customer-focused mindset with a proactive and problem-solving attitude

Ability to work independently and as part of a remote support team

Experience with a ticketing system such as Kaseya, Zendesk, or similar is a plus

Why Join Micronet?

Join a company with global reach and a strong reputation in the hospitality and IT sector

Work remotely with a collaborative and experienced support team

Be part of a people-first, service-driven business where your contribution matters

Training and career progression opportunities across multiple technical domains

Interested?

If you're passionate about delivering excellent technical support and want to work with a team that values your growth, apply now to join Micronet.

Job Type: Full-time

Pay: AED4,000.00 - AED5,000.00 per month

Application Question(s):

How comfortable are you with Windows 10/11 troubleshooting (scale 1-5)? Have you managed permissions in Microsoft 365 (e.g., mailboxes, distribution groups, or SharePoint access)? Please give an example. Can you briefly describe your understanding of IP, DNS, and DHCP and how you would troubleshoot a basic connectivity issue? Have you set up or configured VPN access for end-users before? * How would you approach supporting a user experiencing frequent BSOD (Blue Screen of Death) errors?