L1 Technical Support Specialist

1 day ago

Kollam, Kerala, India beBeeService Full time US$ 60,000 - US$ 80,000
Job Title:

L1 Service Desk Agent in Abu Dhabi

Job Description:

We are seeking a proactive L1 Service Desk Agent to be the first point of contact for IT support requests. The role involves handling incoming incidents and service requests via phone, email, or ticketing tools, providing basic troubleshooting, and ensuring timely escalation when required.

Key Responsibilities:
  • Serve as the initial point of contact for all IT-related user issues and requests.
    • Record, categorize, and prioritize incidents in the ITSM/ticketing system.
  • Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
    • Reset passwords, unlock accounts, and assist with access-related issues.
  • Maintain communication with users to provide status updates and follow-ups.
    • Ensure all tickets are logged, updated, and closed in a timely manner according to SLA.
  • Support remote users using remote desktop tools.
Required Skills and Qualifications:
  1. 1–3 years of experience in IT Service Desk or desktop support roles.
  2. Basic knowledge of Windows OS, MS Office Suite, and Active Directory.
  3. Familiarity with IT ticketing tools and remote support tools (e.g., AnyDesk, TeamViewer).
  4. Good understanding of ITIL processes and incident lifecycle.
  5. Diploma or Bachelor's Degree in IT, Computer Science, or related field.
  6. ITIL Foundation certification is a plus.
  7. A+ / MCSA / HDI certification is advantageous.
Benefits:

This is an excellent opportunity to join our team and contribute to the success of our organization. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply.

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