L1 IT Support Engineer
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About the Role
Position Summary We are looking for a motivated and customer-focused L1 IT Support Engineer fluent in Arabic to serve as the first point of contact for all IT-related issues.
Key Skills for This Role
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Overview
- _Position Summary_
- _We are looking for a motivated and customer-focused L1 IT Support Engineer fluent in Arabic to serve as the first point of contact for all IT-related issues.
- The candidate will be stationed on-site at the client location, providing direct support to Arabic-speaking end users, engaging with both IT teams and business stakeholders, ensuring timely resolution of incidents and service requests while delivering excellent customer service._
- _Key Responsibilities_
- _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._
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