L1 Technical Support

The L1 Technical Support professional will serve as the first point of contact for end-users seeking IT assistance within UAE-based organizations. This role focuses on resolving basic hardware, software, and network issues, logging service requests, and escalating complex problems to higher-tier support. Operating in a fast-paced environment such as corporate offices, government institutions, or service centers, the L1 Technician ensures high-quality user support in compliance with UAE IT policies, security standards, and service level agreements.

Responsibilities:

• Responding to incoming support requests via phone, email, or ticketing systems and providing first-level technical assistance.

• Troubleshooting and resolving issues related to desktops, laptops, printers, software applications, and basic networking.

• Logging all service requests and incident details accurately in the helpdesk/ticketing system and tracking resolution progress.

• Performing initial diagnosis of technical problems and escalating unresolved or complex issues to L2/L3 support teams.

  

• Assisting with system setups, password resets, user access requests, and software installations as per organizational policies.

• Guiding users through step-by-step technical solutions while maintaining a professional and supportive approach.

• Maintaining documentation of common issues and resolutions to enhance knowledge base and user self-service tools.

• Ensuring all activities comply with organizational IT security policies, data privacy laws, and UAE cybersecurity regulations.

Requirements:

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  Diploma or bachelor s degree in Information Technology, Computer Science, or a related field.

• 1 2 years of experience in a technical support or IT helpdesk role, preferably in the UAE.

• Basic understanding of Windows OS, Microsoft Office Suite, hardware troubleshooting, and network fundamentals.

• Experience with helpdesk tools such as ServiceNow, Freshdesk, or Zendesk is an advantage.

• Strong communication and interpersonal skills for dealing with non-technical users.

• Ability to follow procedures, escalate appropriately, and work under time constraints.

• Knowledge of UAE data protection and cybersecurity compliance is a plus.

• Fluency in English is required; Arabic is an advantage.