L1 IT Support Engineer

We are looking for a proactive and customer-focused L1 IT Support Engineer to join our IT services team. This role will provide first-line technical support for our client in the gift card industry, ensuring seamless IT operations. The ideal candidate will have experience in Windows, Mac, networking, Office 365, google workspace and other cloud services, along with a strong focus on asset management, endpoint security, ticketing, and procurement.

Key Responsibilities:

Provide L1 technical support to end-users via on-site, phone, email, and ticketing systems.
· Monitor JIRA (IT Board), Monitor Mailbox

Employee onboarding, IT Induction for staff
Troubleshoot and resolve issues related to Windows, macOS, Phones, networking, Office 365, Google workspace, and other cloud services.
Manage and maintain IT assets, ensuring accurate documentation and tracking.
Assist in endpoint security by monitoring and updating security solutions.
Handle user account management, password resets, and basic application support.
Escalate complex issues to L2/L3 teams while ensuring proper documentation.
Support procurement activities, including sourcing IT hardware/software and liaising with vendors.
· Procurement IT (Through the Gift cards)

· Manage Network Infra

· Atlassian Administration/ Managing

· Google workspace Administration/ Managing

· Slack Administration/Managing

· Microsoft 365 Administration / Managing

· HubSpot Administration

Maintain IT documentation, including troubleshooting guides and system configurations.
Ensure adherence to IT policies, compliance, and security best practices.
· Etisalat B2B portal managing

Support for user in KSA, UAE, Pakistan, India, Ukraine, Barcelona, Qatar, Kuwait, Egypt, Singapore, Malyasia
Requirements:

Education: Bachelor’s degree in IT, Computer Science, or a related field.
Experience: 1- 2 years in IT support or a similar role.
Technical Skills:
Strong understanding of Windows & macOS environments, iPhones and Android phones
Knowledge of networking fundamentals (DNS, DHCP, VPN, TCP/IP).
Familiarity with Office 365, google workspace administration and other cloud-based services.
Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk).
Exposure to endpoint security solutions and IT asset management.
Certifications (Preferred): CompTIA A+, ITIL Foundation, Microsoft certifications.
Soft Skills:
Strong communication and customer service skills.
Ability to multitask, prioritize, and work in a fast-paced environment.
Problem-solving mindset with attention to detail.
Work Conditions:

Hybrid work model (remote + on-site as needed).
May require on-call support for urgent issues.