L1 IT Support Engineer

**Position:** L1 IT Support Engineer **Location:** UAE **Department:** IT Infrastructure & Support **Job Summary** We are seeking a skilled and proactive L1 IT Support Engineer with a minimum of 4 years of hands-on experience in IT infrastructure and end-user support. The candidate will be responsible for providing first-level support for systems, networks, security solutions, and IT infrastructure operations. The role requires practical knowledge of server administration, Active Directory, VPN user management, Office 365, firewalls, storage systems, IP telephony, endpoint security solutions, and device management platforms. Candidates holding a valid UAE driving license will be preferred. **Key Responsibilities** * **Provide Level 1 technical support for client devices including:** - Windows desktops and laptops - macOS devices - Mobile devices (iOS and Android) * Troubleshoot hardware, software, printer, email, VPN, and connectivity-related issues. **Perform installation, configuration, troubleshooting, and maintenance of end user devices.** * Enroll and manage devices through MDM (Mobile Device Management) platforms. * **Provide basic troubleshooting and analysis support for Level 2 issues and escalate when required.** * Manage and support: o Windows Servers o Active Directory (AD) o Office 365 o Network switches o Firewall systems o Storage solutions o IP Telephony (IPT) * **Create and manage VPN user accounts and remote access configurations.** * Monitor and maintain IT infrastructure health and connectivity. * **Support LAN/WAN troubleshooting and network-related incidents.** * Handle user account management, password resets, access permissions, and group policies. * **Assist in server monitoring, backups, patching, and preventive maintenance.** * Support next-generation endpoint security platforms such as CrowdStrike Falcon or similar EDR/XDR solutions. * **Manage and monitor email security solutions, spam filtering, and email threat protection.** * Coordinate with vendors and senior engineers for issue resolution. **Maintain IT documentation, asset records, and support logs.** * Ensure compliance with IT security standards and company policies. **Required Skills & Qualifications** **Bachelor’s degree or diploma in Information Technology, Computer Science, or related field.** Minimum 4 years of hands-on experience in IT support and infrastructure environments. **Strong hands-on knowledge of:** **o Windows** **OS support** **o macOS support** **o Mobile device support (iPhone, Android)** **o Device enrollment and management using MDM solutions** **o Windows Server administration** **o Active Directory (AD)** **o VPN user creation and management** **o Microsoft Office 365** **o Network switches and basic routing concepts** **o Firewall administration o Storage systems** **o IP Telephony (IPT)** **o Endpoint security and email security solutions** * Hands-on experience with next-generation endpoint security tools such as CrowdStrike Falcon. * **Familiarity with ticketing systems and remote support tools.** * Good analytical, troubleshooting, and problem-solving abilities. * **Excellent verbal and written communication skills.** * Ability to manage multiple tasks and work independently. Preferred Qualifications **Valid UAE Driving License.** Certifications such as Microsoft, Cisco, CompTIA, Apple, or cybersecurity certifications will be an added advantage. Personal Attributes **Strong customer service orientation** Good communication and interpersonal skills **Analytical mindset with attention to detail** Ability to work under pressure and meet deadlines **Team player with a proactive approach to problem-solving** Pay: AED3,500.00 - AED5,000.00 per month Work Location: In person