Level 1 Service Desk Engineer
Job Description
Job Title: Level 1 Service Desk Engineer
GBM, Dubai
Job Role:
As Service Desk Engineer you will act as the first point of contact for Managed Service customers contacted GBM to report incidents and service request relating to their service. The primary objective of the role is to provide first time resolution.This will be achieved by troubleshooting, diagnosing, and resolving problems at the first point of contact and/or escalating the fault to one of our second line specialist teams to further investigate and resolve. Throughout this process you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and GBM but providing timely updates and ensuring the incident is given the correct level of priority and attention.
Responsibilities Service Desk Support:
Serve as the first point of contact for users via phone, email, or ticketing system.
Log, categorize, and assign incidents and service requests.
Perform basic troubleshooting for hardware, software, email, network, and printer issues.
Reset passwords and manage basic user account tasks (e.g., Active Directory).
Escalate unresolved issues to Level 2 or relevant support teams.
Provide timely updates to users on ticket status and resolution.
Infrastructure Monitoring:
Monitor systems, network devices, servers, and applications using monitoring tools (e.g., N-able, SolarWinds, Zabbix and ManageEngine).
Respond to alerts by verifying, documenting, and escalating issues to the appropriate team.
Perform routine health checks and report anomalies.
Assist in tracking recurring alerts or performance issues.
Key Skills and Qualifications:
Bachelors degree or diploma in Computer Science, IT, or related field.- 5(UAE) years of experience in a technical support/monitoring role.
Basic knowledge of Windows OS, Microsoft Office, Active Directory, and remote support tools.
Familiarity with ITSM ticketing tools (e.g., ServiceNow, Symphony).
Understanding of basic networking and server concepts.
Excellent communication and interpersonal skills.
Ability to work in a fast-paced, team-oriented environment.
Work Schedule:
Rotational shifts or 24x7 environment.
Availability for weekend or holiday support based on roster
Preferred Certifications (not mandatory):
ITIL Foundation (preferred)
CompTIA A+ / Network+ (optional)