L1 IT Support Engineer

Position Summary

End-User Support

• Act as the first point of contact for IT support in person, via phone, email, chat, and ticketing system in Arabic and English
• Stationed on-site at the client location, providing face-to-face and remote assistance — engaging directly with both IT teams and business stakeholders
• Log, categorize, and prioritize incidents and service requests in the ITSM tool
• Diagnose and resolve basic hardware, software, and network issues
• Escalate unresolved or complex issues to L2/L3 teams with full documentation

Application & Crm Support

• Provide day-to-day support for CRM applications used by business and IT teams
• Must have a basic understanding of CRM concepts and how CRM systems function
• Knowledge of banking domain and banking operations is a plus
• Knowledge of how IT support processes work (incident management, escalation, SLAs) is a plus
• Manage user accounts and password resets via the CRM application

Network & Connectivity

• Assist users in identifying and differentiating between network-related issues (LAN, Wi-Fi) and application-level issues, and route accordingly
• Troubleshoot basic connectivity issues and escalate to the relevant team if required

Documentation

• Maintain accurate records of all incidents and resolutions in the ticketing system
• Create and update knowledge base articles in both Arabic and English
• Assist in IT asset management and inventory tracking

Education

• Bachelor's degree or Diploma in IT, Computer Science, or a related field
• Relevant certifications with equivalent hands-on experience will be considered

Technical Skills

• Basic knowledge of Windows OS (10/11); macOS is a plus
• Familiarity with Microsoft 365 suite
• Understanding of Active Directory — user management, password resets
• Experience with ITSM/ticketing tools — Jira Service Desk
• Exposure to Oracle Fusion Sales & Service modules is a plus
• Knowledge of business analysis concepts and requirements gathering is a plus

Language & Communication

• Arabic fluency (spoken and written) is mandatory
• Good command of English for documentation and team communication

Soft Skills

• Strong problem-solving and analytical thinking
• Patient and professional when dealing with non-technical users
• Ability to manage multiple tasks and work under pressure
• Team player, punctual, and reliable for on-site attendance

• Oracle Fusion CX Certification

• ECBA (Entry Certificate in Business Analysis) — IIBA