L1 IT Support Engineer

Responsibilities

• Act as the first line of support for IT-related incidents and service requests
• Log, categorize, and prioritize tickets in the ITSM tool to ensure timely resolution
• Provide basic troubleshooting for hardware, software, and network connectivity issues
• Support end-users with Office 365 applications including Outlook, Teams, OneDrive, and SharePoint
• Assist with password resets, account provisioning, and access management
• Escalate complex issues to L2/L3 support teams while maintaining ownership
• Document solutions and contribute to the internal knowledge base
• Ensure compliance with IT policies, procedures, and security standards

Requirements

• 0–2 years of experience in IT support or helpdesk roles
• Knowledge of ITSM/ITIL concepts, including incident and problem management
• Basic understanding of Microsoft Office 365 functionalities
• Troubleshooting skills for Windows OS, printers, and network connectivity
• Strong communication and interpersonal skills for effective end-user interaction
• Ability to work in a fast-paced environment and manage multiple tasks

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• ITIL Foundation or Microsoft 365 Fundamentals (MS-900) certifications
• Familiarity with ITSM tools such as ServiceNow, Freshworks, or Jira Service Management
• Multilingual skills to support diverse end-user groups

About the Company

Astra Tech is a leading UAE-based consumer technology company building the digital infrastructure of everyday life. We focus on AI-powered fintech, communication, and digital services. Our flagship platform, botim, is the region’s most trusted fintech communication platform, serving over 150 million users worldwide.