L1 Helpdesk Engineer

L1 Helpdesk EngineerWe are seeking a L1 Helpdesk Engineer fluent in providing first-level technical support for desktop, network, and application-related issues. The ideal candidate will be customer-focused, technically sound, and capable of communicating effectively with users in Arabic and English languages.Experience: 3-5 years of experience in a Helpdesk or IT Support role.Key Responsibilities:Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing system.Provide support for desktop hardware, operating systems (Windows/macOS), and standard applications (MS Office, browsers, etc.).Troubleshoot basic network issues including connectivity, VPN, and printer access.Assist users with login issues, password resets, and access to enterprise applications.Log, categorize, and prioritize incidents and service requests in the ITSM system.Escalate unresolved issues to L2/L3 teams as per defined SLAs.Follow up with users to ensure issue resolution and satisfaction.Maintain accurate documentation of issues, solutions, and user interactions.Skills Required:Good understanding of desktop hardware, Windows OS, and basic networking.Familiarity with ITSM tools (e.g., Manage Engine, ServiceNow, Freshservice, Jira).Soft Skills Required:Strong communication and interpersonal skills in Arabic and English.Excellent troubleshooting and problem-solving abilities.Customer service orientation with a positive attitude.Ability to work in a fast-paced, multilingual environment.Willingness to work in shifts, including weekends if required.Education & Certifications:Diploma or degree in Information Technology, Computer Science, or related field.ITIL Foundation certification is a plus.Driving License: Required Languages: Bilingual (Arabic & English)#J-18808-Ljbffr