Technical Support Engineer (L1) – Saudi Arabia

About the role

We are looking for a proactive L1 Technical Support Engineer to join our IT Managed Services team in Saudi Arabia. The role focuses on first‑level incident handling, system monitoring and basic administration across compute, storage, networking, security and cloud environments.

Key responsibilities

• Provide first‑level support for IT incidents and service requests, ensuring timely resolution and accurate documentation.
• Monitor infrastructure components (compute, storage, networking, security, cloud) and respond to alerts with initial troubleshooting.
• Perform basic administration tasks such as health checks, log analysis and routine maintenance.
• Assist in configuring, provisioning and maintaining virtualization, cloud platforms, security appliances and networking devices.
• Escalate complex issues to L2/L3 teams while maintaining proper knowledge transfer and ticket documentation.
• Follow ITSM processes (ServiceNow) and adhere to SLAs for incident response and resolution.
• Support backup, disaster recovery, access management and security compliance activities.
• Participate in shift‑based operations, including weekends and on‑call support as required.

Required profile

• Bachelor’s degree in Computer Science, IT or related field, or equivalent experience.
• 1‑3 years of experience in IT support or infrastructure monitoring.
• Strong analytical and problem‑solving abilities with excellent verbal and written communication.
• Customer‑centric mindset and ability to work in a fast‑paced, team‑oriented environment.

Required skills

• ServiceNow or similar ITSM tool.
• Monitoring tools for system health checks and log analysis.
• Fundamental networking knowledge (TCP/IP, DNS, DHCP, VPN, VLANs).
• Scripting languages such as PowerShell, Bash or Python.
• Basic experience with virtualization, cloud platforms and security appliances.
• Understanding of backup, disaster recovery and identity/access management concepts.
• Familiarity with IT asset management, containerization and orchestration tools.