Technical Support Engineer - L1

We are seeking a dedicated and proactive L1 Technical Support Engineer to join our dynamic team. In this role, you will be responsible for providing frontline technical assistance to our clients/customers. Your primary objective will be to diagnose and resolve technical issues promptly and effectively to ensure customer satisfaction.

Key Responsibilities

• Handle all End-User Computing (EUC) tickets and resolve hardware, software, and network issues.
• Accept and manage escalations from L1 helpdesk or other support teams.
• Log, monitor, and prioritize tickets in the assigned queue; escalate complex issues when needed.
• Daily: Troubleshoot IT issues, prepare laptops/desktops for new hires, and manage offboarding collections.
• Weekly: Perform system health checks, preventive maintenance, and backup validations.
• Monthly: Submit EUC support reports, update IT documentation, and recommend improvements.
• Assist with procurement, allocation, and maintenance of IT assets.
• Support installation and configuration of design software (CAD, Adobe Suite, etc.).
• Maintain logs of all incidents, resolutions, and escalations.

Technical Environment

• ~365 laptops/desktops (HP, Asus Workstations, HP ZBook)
• 4 Xerox printers, 250 SIP telephones
• Servers: HP DL380, Dell PowerEdge, SuperMicro (10 units)
• Networking: D-Link & Cisco switches, Unify AP Wi-Fi (13 units)
• Firewalls: 2 (Open Source)
• Backup & Storage: QNAP and Linux-based systems

Qualifications & Skills

• Bachelor’s degree in Computer Science / IT or related field.
• 3–5 years of experience in L1 IT support within a large IT infrastructure.
• Strong in incident management, ticketing systems, and EUC troubleshooting.
• Hands-on with Windows OS, Active Directory, Office 365 / Google Workspace.
• Experience with basic troubleshooting of Network & IT Infrastructure.
• Knowledge of CAD, Adobe, and design-related software installations, Configuration & troubleshooting
• Excellent communication, analytical, and problem-solving skills.
• Ability to prioritize issues and handle multiple tasks efficiently.
• Proactive, detail-oriented, and team-focused.

Deliverables

• Monthly EUC support & escalation report.
• Updated infrastructure documentation.
• Recommendations for IT system improvements.

How to Apply:

Interested candidates are encouraged to submit a resume to hr@tls-it.com

Please include "L1 Technical Support Engineer" in the subject line of your email.

We look forward to welcoming a motivated and talented individual to our team!

Job Type: Full-time

Pay: AED2,500.00 - AED3,000.00 per month