Level 1 Support Engineer - IT Helpdesk (Remote/UK Based)

About the Role
We are seeking a Level 1 Support Engineer to join our growing remote IT helpdesk team. In this role, you will be the first point of contact for clients' IT support needs, ensuring timely resolution of technical issues and excellent customer service. You will collaborate closely with Level 2 and Level 3 support teams to deliver seamless IT support across a range of systems and platforms.

Key Responsibilities

• Act as the first line of support for all IT issues via phone, email, or ticketing system
• Perform password resets and resolve account lockouts
• Manage mailbox permissions, distribution groups, and email settings in Microsoft 365
• Troubleshoot basic network issues (IP, DNS, DHCP, connectivity)
• Handle onboarding and offboarding processes for new starters and leavers
• Manage access requests for SharePoint, Office 365, and Google Workspace
• Provide laptop/desktop support, including application installations and updates
• Troubleshoot software performance issues and errors (including BSOD)
• Assist with device builds and hardware setup
• Support users with printer setup and connectivity
• Provide VPN configuration and access support
• Offer peripheral support for devices (keyboards, mice, docking stations, etc.)

Requirements

• Minimum 1 year of experience in a helpdesk or IT support role
• Strong knowledge of Windows 10/11, Microsoft 365, and remote desktop tools
• Familiarity with networking fundamentals (IP, DNS, DHCP)
• Experience with ticketing systems such as Kaseya, Zendesk, or similar (preferred)
• Strong communication and interpersonal skills
• Customer-focused mindset with a proactive and problem-solving approach
• Ability to work independently and within a remote team

Why Join Us

• Work remotely with a supportive and collaborative team
• Gain exposure to clients in global industries, including hospitality and IT
• Be part of a people-first, service-driven organization
• Access training and career growth opportunities across multiple technical domains

Benefits

Salary Offered: A Competitive monthly salary of 4,500 AED.

Benefits: The chosen candidate will be entitled to an extensive benefits package, which encompasses a work visa, annual flight tickets, medical insurance, and additional benefits in accordance with our Internal Company Policy. This approach ensures that all employees receive comprehensive support, allowing them to concentrate on their professional duties with confidence.