L1 Support Engineer

Location: Dubai, UAE

We are seeking a proactive and customer-focused L1 IT Support Engineer to join our IT team. This role is the first point of contact for end‑users, responsible for handling technical issues, service requests, and ensuring smooth IT operations. The ideal candidate should have a strong foundation in IT Service Management (ITSM) practices and basic knowledge of Microsoft Office 365.

• Act as the first line of support for IT‑related incidents and service requests.
• Log, categorize, and prioritize tickets in the ITSM tool, ensuring timely resolution or escalation.
• Provide basic troubleshooting for hardware, software, and network issues.
• Support end‑users with Office 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Assist with password resets, account provisioning, and access management.
• Escalate complex issues to L2/L3 support teams while ...