We are seeking a proactive and skilled L1 Support Engineer to join our IT Managed Services team. This role is responsible for providing first-level technical support, monitoring IT systems, troubleshooting issues, and escalating incidents related to enterprise IT infrastructure, cloud, networking, and security technologies. The ideal candidate will have strong analytical skills, excellent communication abilities, and a customer-focused approach to IT operations.
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Location: Riyadh Region, Saudi Arabia
Work Conditions: On-site, Full-time
Responsibilities:
- Provide first-level support for IT incidents and service requests across various enterprise technologies, ensuring timely resolution and accurate documentation.
- Monitor infrastructure components, including compute, storage, networking, security, and cloud environments, responding to alerts and performing initial troubleshooting.
- Perform basic administration tasks such as system health checks, log analysis, and routine maintenance activities.
- Assist in configuring, provisioning, and maintaining IT systems, including virtualization, cloud platforms, security appliances, and networking devices.
- Escalate complex issues to L2/L3 teams while ensuring proper knowledge transfer and ticket documentation.
- Follow IT service management (ITSM) processes and best practices, adhering to SLAs for incident response and resolution.
- Assist in backup and disaster recovery operations, ensuring data integrity and availability.
- Support access management, identity verification, and security compliance procedures.
- Document troubleshooting steps, issue resolutions, and system configurations in the knowledge base.
- Participate in shift-based operations, including weekends and on-call support as required.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
- 1-3 years of experience in an IT support or infrastructure monitoring role.
- Basic knowledge of enterprise IT infrastructure, including compute, storage, networking, security, and cloud platforms.
- Familiarity with ITSM tools (e.g., ServiceNow) and ticketing systems.
- Experience with monitoring tools for system health checks and log analysis.
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, VLANs).
- Strong troubleshooting and diagnostic skills with an analytical approach.
- Excellent verbal and written communication skills.
- Ability to work in a fast-paced, team-oriented environment.
- Customer-centric mindset with the ability to handle technical queries efficiently.
Language Requirements: Excellent verbal and written communication skills in English.
Nice to have:
- Certifications such as VMware VCTA, CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
- Experience with automation tools and scripting (PowerShell, Bash, Python).
- Basic knowledge of cloud computing platforms and hybrid cloud environments.
- Understanding of cybersecurity principles and endpoint protection solutions.
- Experience with identity and access management tools.
- Familiarity with IT asset management and compliance tracking.
- Exposure to containerized environments and orchestration tools.
