L1 - IT Support Technician

Location: Any of the Emirates (Al Ain, Abu Dhabi, Dubai, Fujairah, Madinat Zayed, Ras Al Khaimah, Ruwais and Sharjah)

Reports To: IT Support Manager

Job Overview

As an L1 IT Support Technician, you will be the first point of contact for end-users seeking technical assistance. You will be responsible for diagnosing and resolving basic technical issues, ensuring that user inquiries are handled promptly and efficiently. Your role is crucial in maintaining user satisfaction and ensuring the smooth operation of IT services. Additionally, you will be required to set up, operate, maintain, and troubleshoot audio and visual equipment for various events, meetings, and presentations.

Key Responsibilities

• Provide First-Line Support: Answer incoming support requests via phone, email, or helpdesk system and provide immediate assistance for basic technical issues.
• Troubleshoot Basic Problems: Resolve common issues such as password resets, software installations, account unlocks, and connectivity issues.
• Log and Track Issues: Accurately record all user interactions, issues, and resolutions in the ticketing system, ensuring proper documentation.
• Escalate Complex Issues: Identify issues that require more in-depth analysis or specialized knowledge and escalate them to L2 support while providing all relevant information.
• User Guidance: Assist users with navigating IT systems and software applications, providing clear instructions and support.
• Maintain Documentation: Utilize existing knowledge base articles to resolve issues and contribute to the improvement and updating of support documentation.
• Follow-Up: Ensure that users are informed about the status of their issues and follow up on unresolved tickets to ensure timely resolution.
• Adhere to SLAs: Meet established Service Level Agreements (SLAs) for response times and issue resolution.
• Work on L1 for other backend systems: Fusion ERP, Banner ERP, Black Board, SMS, SAP BI, Google Dialog.

Qualifications
Education: Bachelor of Engineering or Master of Science in IT; additional certifications in IT support or customer service are a plus.

• Experience: Previous experience in a customer service or IT support role is preferred.
• Technical Skills: Basic understanding of computer systems, software, and network connectivity.
• System Skills: Experience in Fusion HCM, Banner, Integration, Reporting, Black Board.
• Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Ability to diagnose and resolve basic technical issues efficiently.
• Team Player: Willingness to collaborate with other team members and escalate issues as needed.

Working Conditions

• Schedule: May include shifts, including nights and weekends, depending on company needs.
• Environment: Primarily office-based, with some remote support depending on the role.