L1 IT Support Engineer
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Key skills for this role
About the Role
Astra Tech is hiring an L1 IT Support Engineer in Dubai to serve as the first point of contact for end-users. The role involves handling technical issues, service requests, and ensuring smooth IT operations.
Key Skills for This Role
Responsibilities
- Act as the first line of support for IT related incidents and service requests
- Log, categorize, and prioritize tickets in the ITSM tool, ensuring timely resolution or escalation
- Provide basic troubleshooting for hardware, software, and network issues
- Support end users with Office 365 applications (Outlook, Teams, OneDrive, SharePoint)
- Assist with password resets, account provisioning, and access management
- Escalate complex issues to L2/L3 support teams while maintaining ownership until resolution
- Document solutions and contribute to the knowledge base for recurring issues
- Ensure compliance with IT policies, procedures, and security standards
- Deliver excellent customer service and maintain high user satisfaction
Requirements
- 0–2 years of experience in IT support or helpdesk roles
- Familiarity with ITIL concepts, incident management, problem management, and service request handling
- Understanding of Outlook, Teams, OneDrive, and SharePoint functionalities
- Basic troubleshooting skills for Windows OS, printers, and network connectivity
- Strong communication and interpersonal skills
- Bachelor’s degree in Computer Science, Information Technology, or related field (preferred)
Full Job Posting
About Us
- A leading UAE based consumer technology company, building the digital infrastructure of everyday life with a focus on AI powered fintech, communication, and digital services.
- Guided by the philosophy 'Blueprint of Simplicity', designing technology around real human behaviour.
- Flagship platform botim is the region’s most trusted fintech communication platform, serving 150M+ users worldwide.
Role Summary
- Seeking a proactive and customer focused L1 IT Support Engineer to join the IT team.
- First point of contact for end users, responsible for handling technical issues, service requests, and ensuring smooth IT operations.
- Ideal candidate should have a strong foundation in ITSM practices and basic knowledge of Microsoft Office 365.
Responsibilities
- Act as the first line of support for IT related incidents and service requests.
- Log, categorize, and prioritize tickets in the ITSM tool, ensuring timely resolution or escalation.
- Provide basic troubleshooting for hardware, software, and network issues.
- Support end users with Office 365 applications (Outlook, Teams, OneDrive, SharePoint).
- Assist with password resets, account provisioning, and access management.
- Escalate complex issues to L2/L3 support teams while maintaining ownership until resolution.
- Document solutions and contribute to the knowledge base for recurring issues.
- Ensure compliance with IT policies, procedures, and security standards.
- Deliver excellent customer service and maintain high user satisfaction.
Requirements
- ITSM Knowledge: Familiarity with ITIL concepts, incident management, problem management, and service request handling.
- Office 365 Basics: Understanding of Outlook, Teams, OneDrive, and SharePoint functionalities.
- Basic troubleshooting skills for Windows OS, printers, and network connectivity.
- Strong communication and interpersonal skills to interact with end users effectively.
- Ability to work in a fast paced environment and manage multiple tasks simultaneously.
- 0–2 years of experience in IT support or helpdesk roles.
- Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
Nice to Have
- Certifications such as ITIL Foundation or Microsoft 365 Fundamentals (MS 900) are a plus.
- Familiarity with common ITSM ticketing tools such as ServiceNow, Freshworks, or Jira Service Management.
- Multilingual skills for supporting diverse end‑user groups including VIP end users.
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