L1 - IT Support Engineer

Job Overview

We are seeking a skilled and proactive L1 - IT Support Engineer to join our dynamic team at Computer World W.L.L. in Jubail. In this pivotal role, you will serve as the first point of contact for end-users, providing exceptional technical assistance and troubleshooting solutions to ensure seamless IT operations across the organization. The ideal candidate will possess a strong foundation in IT support principles, excellent communication skills, and a commitment to delivering high-quality service in a fast-paced corporate environment.

Key Responsibilities

• First-Level Support: Respond to and resolve technical issues escalated by end-users via phone, email, or ticketing systems, ensuring timely and accurate resolutions to minimize downtime.
• Troubleshooting: Diagnose and address hardware, software, network, and peripheral issues, including operating systems, applications, printers, and mobile devices, with a focus on root-cause analysis.
• Ticket Management: Log, track, and document all support requests in the IT service management system, adhering to SLAs (Service Level Agreements) and maintaining detailed records for future reference.
• Hardware and Software Maintenance: Assist in the installation, configuration, and maintenance of IT equipment, including laptops, desktops, servers, and peripherals, ensuring optimal performance and security compliance.
• User Training and Guidance: Provide clear and concise instructions to end-users on IT best practices, system functionalities, and security protocols to enhance productivity and reduce recurring issues.
• Collaboration with Teams: Work closely with L2/L3 support engineers, system administrators, and vendors to escalate complex issues and ensure timely resolution, fostering a collaborative and efficient IT ecosystem.
• Security and Compliance: Assist in implementing and enforcing IT security policies, including password management, access controls, and data protection measures, to safeguard organizational assets.
• Proactive Monitoring: Monitor IT systems for potential issues, perform routine checks, and recommend improvements to enhance system reliability and performance.

Qualifications and Skills

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent professional certification (e.g., CompTIA A+, ITIL, Microsoft Certified: Modern Desktop Administrator).
• Technical Proficiency: Hands-on experience with Windows and macOS operating systems, Microsoft Office Suite, Active Directory, and basic networking concepts (TCP/IP, DNS, DHCP).
• Soft Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Excellent problem-solving abilities and a customer-centric approach.
• Experience: Minimum of 2 years of experience in IT support or a related technical role, preferably within a corporate or enterprise environment.
• Certifications: Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician are highly desirable.

Work Environment

This position is based in Jubail, Saudi Arabia, at Computer World W.L.L., a leading provider of IT solutions and services. The role requires a blend of on-site and remote support, with occasional travel to client sites if necessary. The successful candidate will thrive in a collaborative, results-driven environment and contribute to the continuous improvement of our IT infrastructure.

Why Join Us?

Computer World W.L.L. offers a competitive salary, comprehensive benefits package, and opportunities for professional growth in a cutting-edge IT landscape. As part of our team, you will play a critical role in empowering our clients with reliable, efficient, and secure IT solutions while advancing your own career in a dynamic industry.