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L1 Support Engineer
Kew Solutions
Dubai, UAE
Full Time
Entry
Onsite
2 weeks ago
WindowsMicrosoft 365TCP/IPDNSWi FiVPN
Free
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WindowsMicrosoft 365TCP/IP
About the Role
Kew Solutions is seeking an L1 Support Engineer to be the first point of contact for clients' IT issues. The role involves troubleshooting Windows, Microsoft 365, printers, Wi-Fi, VPN, and more.
Key Skills for This Role
WindowsMicrosoft 365TCP/IPDNSWi FiVPN
Responsibilities
- Answer client calls, emails and tickets logged in Autotask.
- Troubleshoot Windows, Microsoft 365, printers, Wi Fi, VPN and general connectivity issues.
- Reset passwords, provision new users, install and configure software.
- Respond to alerts from our monitoring system (Datto RMM).
- Follow our documented processes and escalate cleanly to L2 / L3 engineers when needed.
- Keep client environments documented in IT Glue as things change.
- Work as part of the wider team – pick up when a colleague is on another call.
Requirements
- 1 to 3 years of IT support experience (helpdesk, service desk, MSP, or corporate IT)
- Comfortable with Windows, Microsoft 365 and the basics of TCP/IP, DNS and Wi Fi
- A clear communicator in English – written and spoken
- Calm under pressure. Patient with users. Methodical about follow through.
- Someone who owns a problem rather than tossing it into the queue and hoping.
- Based in the UAE, or ready to relocate.
Full Job Posting
Overview
- Kew Solutions is a Managed Service Provider based in Dubai Media City. We look after the IT for around 120 businesses across the UAE.
- This is an L1 role, so you will be the first person a client speaks to when something is not working.
- You will be the first line of support for our clients.
Day to day, you will:
- Answer client calls, emails and tickets logged in Autotask.
- Troubleshoot Windows, Microsoft 365, printers, Wi Fi, VPN and general connectivity issues.
- Reset passwords, provision new users, install and configure software.
- Respond to alerts from our monitoring system (Datto RMM).
- Follow our documented processes and escalate cleanly to L2 / L3 engineers when needed.
- Keep client environments documented in IT Glue as things change.
- Work as part of the wider team – pick up when a colleague is on another call.
You are:
- 1 to 3 years of IT support experience (helpdesk, service desk, MSP, or corporate IT).
- Comfortable with Windows, Microsoft 365 and the basics of TCP/IP, DNS and Wi Fi.
- A clear communicator in English – written and spoken. This is not optional in this role.
- Calm under pressure. Patient with users. Methodical about follow through.
- Someone who owns a problem rather than tossing it into the queue and hoping.
- Based in the UAE, or ready to relocate.
Nice to have (not required):
- Previous MSP experience (very different from corporate IT).
- Hands on experience with Autotask, Datto RMM or IT Glue.
- Microsoft certifications, CompTIA A+ / Network+, ITIL Foundation.
- Arabic, Hindi, Tagalog, Urdu, Russian or French as a second language.
- Experience with SonicWall, Ubiquiti, HP / Dell / Lenovo hardware.
What you get:
- Full time, permanent role. Monday to Friday. Dubai Media City office.
- Competitive salary and standard UAE benefits (visa, medical, annual leave, flights).
- Direct access to senior engineers and management. Flat structure, quick decisions.
- A team that actually backs each other up. Culture matters here.
- Clients across every industry you will not get bored.
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