L1 Support Engineers Required in Dubai

L1 Support Engineers are the first line of defense in IT and technical support, responsible for addressing and resolving basic technical issues reported by end-users or systems. Working on a shift basis, they ensure round-the-clock support for critical operations. This role involves diagnosing problems, providing solutions, escalating complex issues, and maintaining seamless communication with users and higher-level support teams.

Their efficiency and professionalism contribute significantly to minimizing downtime, ensuring operational continuity, and maintaining user satisfaction.

Salary	Market Competitive
Experience	4 Years
Location	Dubai
Qualification	Bachelor Degree in Engineering
Posted	30 November 2024
Job Type	Full-Time
Posted by	Habeebi Recruiter
last date to apply	apply within 15 days

Key Responsibilities of an L1 Support Engineer

1. Initial Issue Identification and Resolution

L1 Support Engineers handle the first wave of support inquiries, including troubleshooting hardware, software, or network issues. They use standard diagnostic tools and scripts to identify and resolve common problems, ensuring prompt assistance to users.

2. Incident Logging and Documentation

Documenting incidents is a critical part of the role. Engineers log every ticket in the support system, detailing the nature of the issue, the steps taken, and the final resolution. Accurate documentation ensures transparency and helps in tracking recurring problems.

3. Escalation of Complex Issues

When issues go beyond the scope of L1 troubleshooting, Support Engineers escalate them to higher-level support teams (L2 or L3). They provide comprehensive handover notes and ensure a smooth transition, minimizing delays in resolution.

4. System Monitoring and Alerts Management

L1 Support Engineers monitor system performance using tools and dashboards. They respond to alerts promptly, investigating anomalies and taking corrective actions to prevent disruptions in services.

5. User Guidance and Support

In addition to resolving technical issues, L1 Support Engineers provide users with guidance on system usage, software functionalities, and troubleshooting steps. This helps reduce future incidents and empowers users to solve minor problems independently.

6. Adherence to Service Level Agreements (SLAs)

Timely resolution is critical in this role. Engineers are required to meet SLAs by responding to and resolving issues within predefined timeframes. This ensures a high level of service quality and reliability.

7. Shift-Based Operations and Handover Coordination

Working on a shift basis, L1 Support Engineers ensure continuous support 24/7. They coordinate handovers effectively between shifts, providing detailed updates to incoming team members to maintain operational continuity.

8. Proactive Maintenance Tasks

In addition to reactive support, L1 Support Engineers assist with basic maintenance activities, such as software updates, patch installations, and system checks. These tasks help to reduce the likelihood of future issues.

Required Skills and Qualifications

• A diploma or bachelor’s degree in IT, Computer Science, or a related field.
• Strong problem-solving skills and familiarity with diagnostic tools.
• Basic knowledge of operating systems, networking, and hardware.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk).
• Excellent communication and interpersonal skills.
• Flexibility to work in rotating shifts, including nights and weekends.
• Ability to remain calm under pressure and handle multiple tasks effectively.

Conclusion

L1 Support Engineers play a pivotal role in ensuring IT systems function smoothly and user issues are resolved promptly. By providing consistent support on a shift basis, they maintain operational reliability across different time zones and critical hours. This role offers a foundation for growth within the IT support hierarchy, making it an excellent entry point for tech professionals passionate about solving problems and working in a dynamic, fast-paced environment.

How to apply:

Send your updated resume to our email or directly reach us at our phone:

Email:  hr@vrekrut.com

Phone:  +971 58 552 8499,  +971 58 545 2848,  +971 58 593 9533