L1 IT Support Engineer

Position Summary

We are looking for a motivated and customer-focused L1 IT Support Engineer fluent in Arabic to serve as the first point of contact for all IT-related issues. The candidate will be stationed on-site at the client location, providing direct support to Arabic-speaking end users, engaging with both IT teams and business stakeholders, ensuring timely resolution of incidents and service requests while delivering excellent customer service.

Key Responsibilities

End-User Support

• Act as the first point of contact for IT support in person, via phone, email, chat, and ticketing system in Arabic and English.
• Stationed on-site at the client location, providing face-to-face and remote assistance — engaging directly with both IT teams and business stakeholders.
• Log, categorize, and prioritize incidents and service requests in the ITSM tool.
• Diagnose and resolve basic hardware, software, and network issues.
• Escalate unresolved or complex issues to L2/L3 teams with full documentation.

Application & CRM Support

• Provide day-to-day support for CRM applications used by business and IT teams.
• Must have a basic understanding of CRM concepts and how CRM systems function.
• Knowledge of banking domain and banking operations is a plus.
• Knowledge of how IT support processes work (incident management, escalation, SLAs) is a plus.
• Manage user accounts and password resets via the CRM application.

Network & Connectivity

• Assist users in identifying and differentiating between network-related issues (LAN, Wi-Fi) and application-level issues, and route accordingly.
• Troubleshoot basic connectivity issues and escalate to the relevant team if required.

Documentation

• Maintain accurate records of all incidents and resolutions in the ticketing system.
• Create and update knowledge base articles in both Arabic and English.
• Assist in IT asset management and inventory tracking.

Required Qualifications & Skills

Education

• Bachelor's degree or Diploma in IT, Computer Science, or a related field.
• Relevant certifications with equivalent hands-on experience will be considered.

Technical Skills

• Basic knowledge of Windows OS (10/11); macOS is a plus.
• Familiarity with Microsoft 365 suite.
• Understanding of Active Directory — user management, password resets.
• Experience with ITSM/ticketing tools — Jira Service Desk.
• Exposure to Oracle Fusion Sales & Service modules is a plus.
• Knowledge of business analysis concepts and requirements gathering is a plus.

Language & Communication

• Arabic fluency (spoken and written) is mandatory.
• Good command of English for documentation and team communication.

Soft Skills

• Strong problem-solving and analytical thinking.
• Patient and professional when dealing with non-technical users.
• Ability to manage multiple tasks and work under pressure.
• Team player, punctual, and reliable for on-site attendance.

Preferred Certifications (Not Mandatory)

• Oracle Fusion CX Certification
• ECBA (Entry Certificate in Business Analysis) — IIBA