Level 1 Service Desk Engineer

Location: Dubai, UAE

Email ID: Ruksana@wesearchinc.com

Availability: Immediate to 15 Days

***Priority: UAE-based and MOFA attested

(Outside UAE: immediate joiners only who previously worked in the UAE) ***

Service Desk Support

????Serve as the first point of contact for users via phone, email, or ticketing system.

????Log, categorise, and assign incidents and service requests.

????Perform basic troubleshooting for hardware, software, email, network, and printer issues.

????Reset passwords and manage basic user account tasks (e.g., Active Directory).

????Escalate unresolved issues to Level 2 or relevant support teams.

????Provide timely updates to users on ticket status and resolution.

Infrastructure Monitoring:

????Monitor systems, network devices, servers, and applications using monitoring tools (e.g., N-able, SolarWinds, Zabbix and ManageEngine).

???? Respond to alerts by verifying, documenting, and escalating issues to the appropriate team.

Key Skills and Qualifications:

???? Bachelor’s degree or diploma in Computer Science, IT, or related field.

????2-5(UAE) years of experience in a technical support/monitoring role.

???? Basic knowledge of Windows OS, Microsoft Office, Active Directory, and remote support tools.

????Familiarity with ITSM ticketing tools (e.g., ServiceNow, Symphony).

????Understanding of basic networking and server concepts