Support Engineer

Job Description

As a Support Engineer L1 in Dubai, your role will involve being the initial point of contact for users seeking technical assistance. You will collect information to understand and diagnose the issues reported by users. Your responsibilities will include troubleshooting and resolving hardware, software, and network issues. Additionally, you will provide step-by-step guidance to users for problem resolution.Key Responsibilities:- Serve as the initial point of contact for users seeking technical assistance.- Collect information to understand and diagnose the issue.- Troubleshoot and resolve hardware, software, and network issues.- Provide step-by-step guidance to users for problem resolution.- Log and manage support tickets, tracking issues from inception to resolution.- Ensure timely updates to users on the status of their requests.- Maintain documentation of common issues and their resolutions.- Create knowledge base articles to aid in issue resolution.- Conduct training sessions for users on basic IT processes and applications.- Provide remote assistance using remote desktop tools.- Assist with the installation, configuration, and maintenance of hardware and software.- Communicate technical information in a user-friendly manner.- Collaborate with other IT teams for complex issue resolution.Qualifications Required:- Bachelors of Engineering (B.E) or Bachelors of Technology (B.Tech) MandatoryAdditional Company Details:Basic understanding of cybersecurity principles, IT Policies and SOPs.Certifications (Optional):While not mandatory, certifications can enhance your credibility:- CompTIA A- Microsoft Certified: Modern Desktop Administrator Associate or any other Microsoft certification.- Others As a Support Engineer L1 in Dubai, your role will involve being the initial point of contact for users seeking technical assistance. You will collect information to understand and diagnose the issues reported by users. Your responsibilities will include troubleshooting and resolving hardware, software, and network issues. Additionally, you will provide step-by-step guidance to users for problem resolution.Key Responsibilities:- Serve as the initial point of contact for users seeking technical assistance.- Collect information to understand and diagnose the issue.- Troubleshoot and resolve hardware, software, and network issues.- Provide step-by-step guidance to users for problem resolution.- Log and manage support tickets, tracking issues from inception to resolution.- Ensure timely updates to users on the status of their requests.- Maintain documentation of common issues and their resolutions.- Create knowledge base articles to aid in issue resolution.- Conduct training sessions for users on basic IT processes and applications.- Provide remote assistance using remote desktop tools.- Assist with the installation, configuration, and maintenance of hardware and software.- Communicate technical information in a user-friendly manner.- Collaborate with other IT teams for complex issue resolution.Qualifications Required:- Bachelors of Engineering (B.E) or Bachelors of Technology (B.Tech) MandatoryAdditional Company Details:Basic understanding of cybersecurity principles, IT Policies and SOPs.Certifications (Optional):While not mandatory, certifications can enhance your credibility:- CompTIA A- Microsoft Certified: Modern Desktop Administrator Associate or any other Microsoft certification.- Others

Keyskills :
Time managementUnderstanding of operating systemsKnowledge of common business applicationsBasic knowledge of networkingserver managementStrong problemsolving skillsFamiliarity with diagnostic toolstechniquesExcellent communicationinterpersonal sk