Position Title: L1 End-User Support Engineer
Experience Level: 1-3 Years
Location: Abu Dhabi
Employment Type: Full-TimeNationality :UAE With Family BookRole Overview:
We are hiring an L1 End-User Support Engineer to provide first-level support for technical issues faced by users. The ideal candidate should have experience in troubleshooting hardware, software, and networking issues, and be familiar with key support tools like SolarWinds, Dynatrace, ServiceNow, and Nexthink.Key Responsibilities:
1. User Support & Incident Detection:
- Provide initial support for issues related to desktops, laptops, printers, and mobile devices.
- Use tools like Nexthink to monitor and analyze endpoint performance and user experience.
- Escalate unresolved or complex issues to L2 teams through ServiceNow.2. Hardware & Software Troubleshooting:
- Assist with troubleshooting for hardware peripherals and connectivity issues.
- Support software installations, updates, and configurations on user devices.
- Use SolarWinds and Dynatrace for endpoint performance and health analysis.3. Incident Management & Resolution:
- Log all incidents in ServiceNow, categorize by priority, and resolve or escalate as required.
- Track open incidents for timely resolution.
- Keep users informed about status and resolution steps.4. User Account & Access Management:
- Support user account setup, password resets, and VPN or network access.
- Use Nexthink for endpoint activity and usage analytics.5. Documentation & User Training:
- Document troubleshooting steps and resolutions for internal knowledge sharing.
- Educate users on best practices for using their devices and common issues.Required Qualifications:
- Experience: 1-3 years in technical support or helpdesk roles.
- Technical Skills: Basic knowledge of operating systems, productivity tools, and hardware troubleshooting.
- Tools: Experience with monitoring tools like SolarWinds, Dynatrace, Nexthink, and incident platforms like ServiceNow.
- Customer Service & Problem-Solving Skills: Strong customer focus and technical troubleshooting ability.
- Communication: Strong verbal and written communication skills.Preferred Qualifications:
- Certifications like CompTIA A+ or ITIL Foundation.
- Experience in a 24x7 support environment.

Sundus Gulf