L1 Support Engineer – Network & Infrastructure
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Key skills for this role
About the Role
Astek Middle East is seeking an experienced L1 Support Engineer to provide first-line technical support for enterprise network and infrastructure environments in Sharjah, UAE.
Key Skills for This Role
Responsibilities
- Provide first line technical support for network, server, and infrastructure incidents
- Monitor infrastructure health using enterprise monitoring tools
- Log, categorize, prioritize, and resolve incidents through the ITSM system
- Perform initial troubleshooting of Windows operating systems, network connectivity, printers, and end user infrastructure
- Escalate unresolved incidents to L2 or L3 support teams within SLA
- Support user account administration, password resets, and Active Directory basic administration
- Assist with routine server health checks and system monitoring
- Document incidents, resolutions, and knowledge base articles
- Ensure compliance with ITIL incident management processes
- Deliver excellent customer service while meeting SLA targets
Requirements
- Bachelor's degree in Information Technology, Computer Science, or equivalent Diploma
- 6–9 years of experience in IT infrastructure or technical support
- Good knowledge of Windows operating systems and Microsoft technologies
- Basic understanding of TCP/IP, DNS, DHCP, LAN/WAN, and networking concepts
- Experience with Active Directory and Office 365 administration
- Familiarity with ITSM tools such as ServiceNow, Jira, or ManageEngine
- Knowledge of ITIL incident management processes
- Excellent troubleshooting, communication, and customer service skills
- Willingness to relocate to Sharjah, UAE
Full Job Posting
Overview
- We are seeking an experienced L1 Support Engineer to provide first line technical support for enterprise network and infrastructure environments.
- This position is based in Sharjah, UAE. Only applicants genuinely willing to relocate will be considered.
Key Responsibilities
- Provide first line technical support for network, server, and infrastructure incidents.
- Monitor infrastructure health using enterprise monitoring tools.
- Log, categorize, prioritize, and resolve incidents through the ITSM system.
- Perform initial troubleshooting of Windows operating systems, network connectivity, printers, and end user infrastructure.
- Escalate unresolved incidents to L2 or L3 support teams within SLA.
- Support user account administration, password resets, and Active Directory basic administration.
- Assist with routine server health checks and system monitoring.
- Document incidents, resolutions, and knowledge base articles.
- Ensure compliance with ITIL incident management processes.
- Deliver excellent customer service while meeting SLA targets.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or equivalent Diploma.
- 6–9 years of experience in IT infrastructure or technical support.
- Good knowledge of Windows operating systems and Microsoft technologies.
- Basic understanding of TCP/IP, DNS, DHCP, LAN/WAN, and networking concepts.
- Experience with Active Directory and Office 365 administration.
- Familiarity with ITSM tools such as ServiceNow, Jira, or ManageEngine.
- Knowledge of ITIL incident management processes.
- Excellent troubleshooting, communication, and customer service skills.
Preferred Certifications
- CCNA
- CompTIA Network+
- Microsoft Fundamentals
- ITIL Foundation
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