L1 Support Engineer
Riyadh, Riyadh Province, Saudi Arabia · Full Time
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- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 1 week ago
- Work mode
- In office
- Resume
- Required to apply
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Job description
Role Overview
The L1 Support Engineer will deliver front-line IT assistance to end users, addressing daily technical challenges. This position involves foundational troubleshooting across hardware, software, operating systems, network connectivity, user access, telephony, printing, and common enterprise applications. Tasks include initial problem diagnosis, resolving routine issues, recording and prioritizing incidents, and escalating complex cases to higher-level support teams.
Key Duties
- Provide front-line technical support for end users encountering everyday IT issues.
- Conduct basic troubleshooting on hardware, software, and operating system concerns.
- Diagnose and resolve network and connectivity problems.
- Assist users with access permissions, telephone systems, printers, and routine business software.
- Assess and troubleshoot reported incidents and service requests initially.
- Document, classify, and prioritize incidents accurately using service desk tools.
- Resolve standard technical problems following established protocols.
- Refer unresolved or intricate issues to L2 or L3 support staff for further resolution.
- Adhere to IT service desk operational guidelines and ITSM methodologies.
- Maintain transparent communication with users regarding their reported issues and solutions.
- Support the day-to-day IT activities to ensure prompt response to support tickets.
Candidate Requirements
- Solid understanding of IT service desk operational workflows.
- Familiarity with ITSM frameworks and service desk software tools.
- Fundamental experience in hardware, software, and OS troubleshooting.
- Basic knowledge of network connectivity issues and their resolution.
- Awareness of user access management, desk phone systems, printers, and common business applications.
- Capability to conduct initial diagnosis and handle routine IT problems.
- Skilled at logging, categorizing, and triaging incidents efficiently.
- Experience in escalating challenging cases to the appropriate technical teams.
- Strong communication abilities and customer service orientation toward end users.