L1-Technical Support Engineer

The L1 Technical Support Engineer reports to the NOC Manager and he/she will be the initial point-of-contact for troubleshooting Servers, desktops, software, network and monitoring service availability for our customers. In addition, he/she will be responsible for managing backups, antivirus, installation of Microsoft Patches, User and mailbox creation; Password reset; supporting connectivity.

• Troubleshooting the issues related to Server Operating System
• Troubleshooting the issues related to desktop, laptops, printers and Microsoft Office applications
• Responding and diagnosing problems through discussion with users and supervisor
• Working closely with L2 team in Managing the Network, VMWare and Hyper-V Infrastructure
• Building, deploying and maintaining standard Windows updates and application installation packages
• Monitoring and managing the backups, Antivirus
• Monitoring customer s IT infrastructure, connectivity, and availability
• Monitoring and managing the Azure Cloud Infrastructure, Microsoft 365 applications
• Keeping up-to-date with the latest security threats and being able to quickly respond or recommend course of action to IT management as threats arise
• Working on a scheduled rotation, providing off-hours emergency coverage for evenings, weekends and holidays
• Performing other duties as assigned

• BS in Computer Science or IT related field
• 5 to 6 years of Desktop and Server support experience
• Extensive knowledge of Microsoft Windows Servers, Active Directory, and Exchange administration, SQL administration are required
• Microsoft Certified System Engineer (MCSE) is Mandatory
• Basic network trouble shooting
• General understanding of ITIL Process
• Experience providing customer support for server application software in a multi-site enterprise
• Excellent customer service skills, including verbal and written communication skills
• Excellent organizational and troubleshooting skills
• Able to handle multiple tasks in a fast-paced environment
• Ability to create and maintain positive and professional business relationships with both internal associates.
• Proven diagnostic problem solving and solution development capabilities required
• Fluency in English, Arabic is a plus