About the Job:
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. Guided by our philosophy, the Blueprint of Simplicity, we design technology around real human behavior, connecting people, enabling financial access, and enhancing everyday experiences. Our flagship platform, botim, is the region’s most trusted fintech communication platform, serving over 150 million users worldwide.
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We are seeking a proactive and customer-focused L1 IT Support Engineer to join our IT team. This role serves as the first point of contact for end-users, handling technical issues, service requests, and ensuring smooth IT operations. The ideal candidate should have a strong foundation in IT Service Management (ITSM) practices and basic knowledge of Microsoft Office 365.
Responsibilities:
- 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, incident management, problem management, and service request handling.
- Basic understanding of Office 365 functionalities (Outlook, Teams, OneDrive, SharePoint).
- Basic troubleshooting skills for Windows OS, printers, and network connectivity.
- Strong communication and interpersonal skills for effective interaction with end-users.
- 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 a related field (preferred).
Nice to Have:
- Certifications such as ITIL Foundation or Microsoft 365 Fundamentals (MS-900).
- Familiarity with common ITSM ticketing tools such as ServiceNow, Freshworks, or Jira Service Management.
- Multilingual skills for supporting diverse end-user groups, including VIP end-users.
