IT Support Engineer L1 (Arabic Speaker)

IT Support Engineer L1

Role Overview

We are looking for an IT Support Engineer (NOC L1) to join our 24/7 Operations team in Dubai. The role involves monitoring, troubleshooting, and supporting enterprise IT infrastructure, network, and security environments to ensure high availability and performance.

Key Responsibilities

• Monitor network, security, and IT infrastructure using SolarWinds and other monitoring tools.
• Respond to alerts, incidents, and service requests within defined SLAs.
• Perform Level 1 troubleshooting of switches, routers, firewalls, load balancers, MPLS, and WAN links.
• Escalate complex issues to L2/L3 teams and track resolution.
• Log, update, and maintain incidents in ServiceNow or other ITSM tools.
• Assist with routine maintenance, patching, health checks, and configuration updates.
• Prepare operational reports and maintain technical documentation.
• Collaborate with infrastructure, network, security, and application support teams.
• Participate in 24/7 shift rotations and on-call support when required.

Requirements

• Bachelor's Degree or Diploma in IT, Computer Science, or a related field.
• 3+ years of experience in IT Operations, NOC, Service Desk, or Infrastructure Support.
• Hands-on experience with network devices, firewalls, WAN/MPLS connectivity, and monitoring tools.
• Experience with SolarWinds and ServiceNow preferred.
• Strong troubleshooting, analytical, and communication skills.
• Cisco CCNA/CCNA Security or equivalent certification preferred.

Preferred Skills

• Experience in a 24/7 operations environment.
• Knowledge of ITIL processes and incident management.
• Exposure to AWS, Azure, and cybersecurity operations.
• Familiarity with configuration management and automation tools.