The company is a leading UAE-based consumer technology company focused on building the digital infrastructure of everyday life with an emphasis on AI-powered fintech, communication, and digital services. We are guided by our philosophy, the Blueprint of Simplicity, designing technology around real human behavior to connect people, enable financial access, and make everyday experiences effortless.
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Our flagship platform, botim, is the region’s most trusted fintech communication platform, combining secure VoIP with action-based AI and everyday money tools. Through botim money, we provide financial services that serve both individuals and SMEs, making payments, transfers, and credit simpler and more accessible. Today, the platform serves 150M+ users worldwide.
We seek a proactive and customer-focused L1 IT Support Engineer to join our IT team. This role is the first point of contact for end-users, responsible for handling technical issues, service requests, and ensuring smooth IT operations.
Role Summary
- Act as the first line of support for IT-related incidents and service requests.
- Log, categorize, and prioritize tickets in the ITSM tool, ensuring timely resolution or escalation.
- Provide basic troubleshooting for hardware, software, and network issues.
- Support end-users with Office 365 applications (Outlook, Teams, OneDrive, SharePoint).
- Assist with password resets, account provisioning, and access management.
- Escalate complex issues to L2/L3 support teams while maintaining ownership until resolution.
- Document solutions and contribute to the knowledge base for recurring issues.
- Ensure compliance with IT policies, procedures, and security standards.
- Deliver excellent customer service and maintain high user satisfaction.
Requirements
- Familiarity with ITIL concepts and ITSM practices.
- Basic knowledge of Office 365 applications (Outlook, Teams, OneDrive, SharePoint).
- Basic troubleshooting skills for Windows OS, printers, and network connectivity.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- 0–2 years of experience in IT support or helpdesk roles.
- Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
Nice to Have
- Certifications such as ITIL Foundation or Microsoft 365 Fundamentals (MS-900) are a plus.
- Familiarity with ITSM ticketing tools like ServiceNow, Freshworks, or Jira Service Management.
- Multilingual skills for supporting diverse end-user groups, including VIP end-users.
