IT Support L1

As our L1 IT Support, you’ll be the first point of contact for all technical matters — a calm, proactive problem-solver who enjoys helping others and ensuring systems run smoothly.

• Ensure connectivity: Troubleshoot and support wired and wireless network connections and shared devices.
• Troubleshoot issues: Diagnose and resolve hardware, software, and network problems efficiently.
• Support installations: Assist with setting up and configuring devices, software, and applications.
• Support presentations: Help users connect to projectors, TVs, and sound systems during meetings.
• Train users: Conduct basic user training sessions and create easy-to-follow IT guides.
• Maintain assets: Track and update IT inventory, including hardware and software licences.
• Document processes: Maintain a clear knowledge base of issues, fixes, and procedures.
• Perform daily checks: Ensure functionality of all shared equipment (printers, TVs, projectors, etc.).
• Provide technical support: Deliver first-level assistance to end-users via phone, chat, email, or in person.
• Assist onboarding/offboarding: Set up new joiners’ equipment and handle leavers’ access removal.
• Promote IT awareness: Educate users on IT policies, data security, and safe digital practices.
• Enforce security: Follow and support implementation of cybersecurity policies and procedures.
• Escalate when needed: Coordinate with L2 IT Support or system owners for unresolved issues.
• Manage incidents: Log, prioritise, and document support requests in the ticketing system.

• Tools: Familiarity with ticketing systems and remote desktop tools.
• Knowledge: Understanding of ITIL or general incident management practices.
• Communication: Excellent English (verbal and written); clear and supportive with non-technical users.
• Technical Skills: Proficiency with Windows, Microsoft 365, basic networking, and hardware troubleshooting.
• Mindset: Proactive, patient, and detail-oriented, with a genuine passion for technology.
• Experience: 1–2 years in IT support, helpdesk, or similar technical assistance role.

• Company-wide referral programmes across 10+ services, with generous rewards for successful referrals
• Career growth and internal mobility are actively supported, proven by countless success stories
• Certified Great Place to Work, ranked in the UAE’s Top 10 Workplaces for 4 consecutive years
• Diverse and inclusive environment with 1000+ employees, 65+ nationalities and 40+ languages
• Everything is provided to help you work efficiently and comfortably, from specialist equipment and training to break areas and Friday treats