IT Helpdesk Engineer – L1 (Saudi National)

About the role

The IT Helpdesk Engineer – L1 provides first‑line support for the Infinite PL National Address platform, handling incidents, service requests and monitoring activities. The role ensures timely detection, ticket management and user communication while adhering to SLA targets.

Key responsibilities

• Act as the Single Point of Contact for user‑reported incidents and service requests.
• Monitor application, infrastructure and service health dashboards and alerts.
• Log, categorize, prioritize and track incidents in the ITSM tool (e.g., ServiceNow).
• Perform initial troubleshooting, resolve routine issues and escalate unresolved cases to L2/L3 teams.
• Provide users with timely updates on ticket status and resolution progress.
• Maintain incident records, knowledge articles and operational documentation.
• Support user account requests, password resets and basic access issues.
• Participate in shift handovers, operational reporting and major incident coordination.

Required profile

• Basic knowledge of IT infrastructure, Windows/Linux environments, networking and cloud concepts.
• Familiarity with ITSM tools and incident/request/escalation management processes.
• Strong communication and customer‑service orientation.
• Willingness to work in shifts and handle operational monitoring.

Required skills

• Windows operating system
• Linux operating system
• Networking fundamentals
• Cloud concepts
• ITSM tools (e.g., ServiceNow)