Technical Support Engineer – 1st/2nd Level

About the role

As a First and Second Level Support Engineer at our IT Service Centre, you will be the primary point of contact for all IT‑related queries. Working in rotational shifts, you will provide 24/7 support to internal users and external partners, delivering a 5‑star service experience.

Key responsibilities

• Respond to user inquiries via phone, email or ticketing system.
• Diagnose and resolve basic hardware, software and network issues.
• Escalate complex problems to second‑level support when needed.
• Maintain accurate records of incidents and solutions in the service management system.
• Provide remote and on‑site assistance, following SOPs and security policies.
• Contribute to the knowledge base and coordinate with application/service teams for escalations.
• Prepare shift reports and ensure compliance with OLA/SLA targets.
• Identify recurring issues, suggest improvements and be ready for overtime as required.

Required profile

• Proven customer‑facing experience with a friendly, helpful attitude.
• Ability to work in a fast‑paced environment, manage multiple tasks and stay composed under pressure.
• Strong English communication skills; Arabic is a valuable advantage.
• Excellent interpersonal skills, adaptability and a service‑oriented mindset.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting
• Ticketing system usage
• Remote assistance tools