L1 Support Engineer

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L1 Support Engineer

Job Location: Riyadh, Saudi Arabia

Roles & Responsibilities:

1. Address user tickets regarding hardware, software, and networking issues.
2. Set up and configure new systems, including hardware and software.
3. Diagnose and resolve technical issues, both on-site and remotely.
4. Perform routine maintenance and updates on desktop, server and network systems.
5. Work with other IT teams to resolve complex issues and improve overall IT service delivery.
6. Respond to and resolve basic server-related issues reported by users.
7. Continuously monitor server performance and health, addressing any alerts or anomalies.
8. Perform initial diagnostics and troubleshooting for server hardware and software issues.
9. Assist users with server access and basic configuration tasks.
10. Basic active directory knowledge (User creation, password reset, group policy creation etc.).
11. Basic knowledge in service desk tools, monitoring system health, and using remote desktop connections to provide immediate support.
12. Basic knowledge on Backup solutions.
13. Idea on Microsoft 365 administration (User creation, password reset, Exchange rule creation etc.).
14. Basic knowledge in antivirus installation and troubleshooting.
15. Respond to and resolve basic network-related issues reported by users.
16. Initial configuration of network hardware and software, including routers, switches, and firewalls.
17. Continuously monitor network performance and health, addressing any alerts or anomalies.

1. Proven work experience as a Desktop/Server Support Engineer or similar role.
2. Hands-on experience with Windows, Linux, and Mac OS environments. Knowledge of network security practices and anti-virus programs.
3. Strong problem-solving and multitasking skills.
4. Excellent communication skills to provide clear instructions and support to users.
5. Basic understanding of server operating systems (Windows Server, Linux), hardware, and networking fundamentals.

1. BSc in Computer Science or a relevant field is preferred.
2. Relevant certifications such as CompTIA Server+, Microsoft Certified: Azure Fundamentals, Cisco Certified Network Associate (CCNA) or similar are advantageous.
3. 3+ year proven experience on desktop, server, network support role.
4. Excellent communication, presentation, and writing skills.